L2 Support

Role Responsibilities
Providing software application support under the supervision of the Senior Engineer.
Performing analyses on software application functionality and suggesting improvements.
Strong customer-service, problem-solving, and leadership skills
Excellent written & verbal communication, interpersonal, and presentation skills
Comfortable being on webcam in video calls.
Ability to work collaboratively in a geographically distributed team environment 24/7.
Able to effectively prioritize work under pressure in a highly dynamic work environment.
Natural ability to proactively reach out and facilitate communications.
Strong desire to learn new technologies, techniques, and tools.
Collaborate with IT Operations team peers to provide best-in-class customer service and support to internal customers for Level I/II incidents, problems, and requests.
Participate in team standup meetings.
Manage and coordinate urgent and complicated support issues.
Determine root cause of issues and communicate appropriately to internal support team.
Follow SOPs and Processes.
Communicate clearly and efficiently with IT Operations team and other peers.
Assist in and prepare Operations support documentation.