Advanced Troubleshooting: L2 agents possess more technical expertise and are responsible for handling complex or escalated customer issues that could not be resolved at the L1 level. They employ advanced troubleshooting techniques and tools to investigate and diagnose problems.

• Issue Resolution: L2 agents work towards resolving customer issues that require a deeper understanding of the product, system, or service. They may collaborate with other internal teams, such as development or engineering, to identify root causes and implement solutions.

• Knowledge Base Enhancement: L2 agents contribute to improving the knowledge base by documenting new and complex issues, along with their resolutions. They ensure that the knowledge base is up to date, accurate, and accessible to both L1 agents and customers.

• Mentoring and Training: L2 agents may assist in mentoring and training new or less experienced L1 agents. They share their knowledge, provide guidance, and help build the skills of the team.

• Continuous Improvement: L2 agents often participate in process improvement initiatives by providing feedback on recurring issues, identifying trends, and suggesting enhancements to existing support procedures or systems.

• Reports: Provide periodic reports to the Manager

Candidate Profile

• Education and Experience:

o Associate or bachelor’s degree in computer science, information technology, or a related field.

o More than 2 years of experience in technical support or a similar role, preferably with exposure to complex troubleshooting scenarios.

• Technical Expertise:

o In-depth knowledge of computer systems, networks, software applications, and their configurations.

o Proficiency in diagnosing and resolving advanced technical issues related to hardware, software, and network infrastructure.

o Experience with advanced troubleshooting tools and techniques.

• Analytical and Problem-Solving Skills:

o Strong analytical skills to investigate complex issues, identify patterns, and determine root causes.

o Ability to think critically and develop innovative solutions to challenging problems.

o Attention to detail and a systematic approach to troubleshooting.

KBTEC2230628

Page 2 of 2

• Collaboration and Leadership:

o Ability to collaborate effectively with cross-functional teams, including L1 agents, developers, and engineers.

o Mentoring and coaching skills to guide and support L1 agents in their professional growth.

o Proactive and self-motivated mindset to take ownership of issues and drive them to resolution.

• Continuous Learning:

o Eagerness to stay updated with industry trends, emerging technologies, and product knowledge.

o Willingness to undertake additional training or certifications to enhance technical skills.

What We Offer

• Remuneration on par with the best in the industry.

• Excellent and meaningful employee benefits and policies that keep employees healthy, safe, and happy.

• A holistic Employee Wellness Program, including health insurance, that nurtures all-around physical and mental well-being.

• A comprehensive Employee Enrichment Program, including an Udemy Business subscription and excellent training programs on relevant soft and hard skills, ensures employee growth and development.

• A full-fledged Employee Recognition Program to recognize and reward employees who excel in their work and corporate culture.

• Reimbursement of Rs.2000/month towards a gym subscription or any physical wellness pursuit.

• Reimbursement of Rs.1000/month towards broadband internet expenses.

• Meal Coupon worth Rs.2000/month.

• Regular fun activities to enhance team building, employee morale, and engagement.

• A comfortable office in the heart of the city with Metro, Bus, and Suburban Train stations in the vicinity.

Internet of Things (IoT) startup founded by industry veterans, comprising two Strategic Business Units, Fantabuildings and Fantaserv.

Our solutions SBU, Fantabuildings, provides IoT solutions that make commercial buildings efficient, comfortable, and sustainable. Our services SBU, Fantaserv, offers a suite of IoT services ranging from Strategy to Managed Services.

Along with our industry-leading partners, we ensure that embracing IoT can be hassle-free, flexible, and productive.