Prodapt is looking for a candidate to provide Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.
Requirements
- Strong knowledge in Tech Skill (NodeJS/Java/.NET/C/C++, Shell Scripting, Python, SQL, etc)
- Good Understanding on Telecom O/BSS applications
- Good Understanding on support cycle and Production deployments
- Experience in handling support tickets.
- Ticket management efficiencies i.e. response time, resolution time, providing regular updates, SLAs.
- Own RCA submission for P1/P2 tickets within SLA.
Responsibilities
- Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide technical training and support to internal teams as needed.
- Automating repeated tasks is MUST to have
Other
- Excellent verbal and written communication skills
- Must have experience in the role of 24X7 Production Support and Maintenance activities. Work on different shifts.
- Excellent problem-solving and analytical skills
- Bachelor’s degree in computer science, Information Technology, or related fields
- 2-4 years of overall IT experience
