L2 Support Engineer

Job Responsibilities:

• Understand how the digital solution in IoT enabled platform and integrated systems supporting the Business Process End-To-End
• Support internal and external customers using our internal IoT platform
• Take ownership of tickets and drive to quick and effective resolutions within defined Service Operation processes
• Improve customer experience by reducing time to resolution for support cases
• Participating in major incident troubleshooting up to resolution
• Drive complex issues to closure by coordinating with development and other support teams
• Work actively with team members to contribute towards production stability
• Engage with Tech Leads on transition of developed IT solutions to be supported in Run mode
• Communicate effectively with users, collaborate with stakeholders and colleagues across locations
• Escalate issues and other topics to the right team when needed
• Identify opportunities to solve recurring issues and work along with L3/Dev teams to deploy fixes
• Document the knowledge base and share with team members
• Contribute and promote Knowledge management in the organization
• Improve existing documentation
• Learn new Tools/Technologies as per business requirements

Skills:

• IoT-based technology
• Cloud PaaS/IaaS environments (Azure, AWS)
• Familiarity with Dynatrace and GitHub
• Competency in Automation
• Experience using ticketing portals like Jira and ServiceNow
• Familiarity with MS Office applications and the ITIL framework
• Strong client-driven approach and service-oriented mindset
• Versatile team members with good communication and collaboration skills
• Excellent troubleshooting skills with a logical approach
• Strong team player and individual contributor; autonomous and proactive in day-to-day activities
• Adaptability to change work environments and technologies
• Willingness to enhance skills and knowledge as required

Education/Experience:

• Preferred Experience: Minimum of 3-4 years of experience with IoT-based technology and Cloud PaaS/IaaS environments (Azure, AWS