L2 Support Engineer - Mumbai, India - Kudzu Infotech

Description

Overview:

The L2Support Engineer for ManageEngine Desktop Central OpManager Plusand AD Self Service Plus plays a crucial role in providingtechnical support troubleshooting and customer service for theseenterprise IT management solutions.

This individual is responsiblefor ensuring the smooth operation of the software and addressingtechnical issues to maintain high levels of customersatisfaction.

KeyResponsibilities:
Provide technicalsupport and expertise for ManageEngine Desktop Central OpManagerPlus and AD Self Service PlusDiagnose andresolve customer reported issues and inquiries in a timely andefficient mannerCollaborate with L1 supportand development teams to escalate and resolve complex technicalissuesConduct advanced troubleshooting andanalysis to identify root causes of technicalproblemsAssist in the testing and validationof new product releases and patchesDeliverhighquality customer service and maintain strong customerrelationshipsContribute to technicaldocumentation and knowledge basearticlesParticipate in oncall rotation andafterhours support as neededAssist in thetraining and mentoring of L1 supportengineersStay updated on product featuresindustry trends and bestpracticesRequiredQualifications:

Bachelors degree inComputer Science Information Technology or relatedfield2 years of experience in providingtechnical support for ManageEngine products (Desktop CentralOpManager Plus AD Self ServicePlus)Proficiency in Windows and Linuxoperating systemsDeep understanding ofnetworking concepts and protocolsStrongknowledge of troubleshooting methodologies andtoolsExcellent problemsolving and analyticalskillsAbility to prioritize and managemultiple tasks in a fastpacedenvironmentEffective communication andinterpersonal skillsExperience in creatingtechnical documentation and knowledge basearticlesCertifications such as MCSE CCNA orequivalent are aplustroubleshooting,networking,customersupport,technical documentation