Technical Support Engineer 2

Role: L2 Technical Support Engineers

Location: Chennai

Experience: 3 plus years

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

• Act as the primary technical escalation point from L1 or field resources.
• Manage complex troubleshooting and coordinate with L3 or vendor teams as needed.
• Provide structured communication and ownership through to case closure.
• Use defined tools, knowledge bases, and system access to support customers and technicians effectively.
• Handle inbound and outbound interactions via phone, email, and case/ticket updates
• Ensure consistent daily ticket progression with clear, updated notes and actions.
• Provide professional and concise communication of resolutions to both customers and field technicians.
• Maintain strong ownership of cases until resolved, escalating only when necessary.
• Stay informed of product updates, system changes, and policy revisions.
• Meet or exceed training, certification, and QA standards (including learning modules, coaching feedback, and simulation exercises).
• Partner with the Incident Coordinators to triage and assign incoming cases appropriately.
• Collaborate with cross-functional teams including Field Services, Problem Management, and Engineering when required.

Key skills & knowledge:

• Strong analytical and troubleshooting capability across hardware and software environments
• Required Hardware skills/basic knowledge- Screens/Displays, Switches, Media player, Cables/wires.
• Required Software skills/basic knowledge-IP, Gateway, Network, DNS, OS installation, POS file, CMS, Linux, Ubuntu
• Immediate Joiner Prefered .
• Excellent written and verbal communication skills in English.

Apply Here

https://hire.glider.ai/connect/89968937