• Provide L2/L3 technical support to clients/customers via phone, email, or in person.
• Troubleshoot and resolve escalated technical issues related to hardware, software, applications, and network connectivity.
• Manage and prioritize support tickets/incidents in accordance with agreed service levels (SLAs).
• Collaborate with L1 support teams to escalate unresolved issues and ensure timely resolution.
• Conduct root cause analysis and implement corrective actions to prevent recurring issues.
• Document support activities, solutions, and procedures for future reference and knowledge sharing.
• Proactively monitor systems and networks to identify potential issues and perform preventive maintenance tasks.
• Assist in the deployment and configuration of software updates, patches, and upgrades.
• Maintain accurate records of support activities and contribute to knowledge base articles.
• Participate in on-call rotation and provide after-hours support as needed.

Thanks & Regards

Gaurav Sharma

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