L2 Support technical Engineer

Company: Concentrix
Designation: L2 Technical Support Engineer
Location: Chennai
Experience: 3 Years
Employment Type: Full-Time
Compensation: 11 LPA – 12 LPA

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance.

We are looking for an experienced L2 Technical Support Engineer to handle technical escalations troubleshoot complex hardware and software issues and provide end-to-end resolution for customer and field support cases.

The role involves working closely with L1 L3 Field Services Engineering Incident Coordination and vendor teams to ensure timely and effective resolution of technical issues.

• Act as the primary technical escalation point for issues escalated by L1 or field resources.

• Troubleshoot and resolve complex hardware and software-related technical issues.

• Manage escalated cases and coordinate with L3 or vendor teams when required.

• Take end-to-end ownership of cases until resolution and closure.

• Ensure consistent daily progression of assigned tickets with clear and updated notes.

• Handle inbound and outbound technical support interactions through phone email and case/ticketing systems.

• Provide professional and concise communication of technical resolutions to customers and field technicians.

• Maintain accurate documentation of troubleshooting steps actions taken and resolutions.

• Escalate issues appropriately while maintaining ownership until resolution.

• Use defined technical tools knowledge bases and system access effectively.

• Stay updated on product changes system updates technical procedures and policy revisions.

• Meet required training certification quality and performance standards.

• Partner with Incident Coordinators to triage and appropriately assign incoming cases.

• Collaborate with Field Services Problem Management Engineering and other cross-functional teams as required.

• Strong analytical and technical troubleshooting skills across hardware and software environments.

• Excellent written and verbal communication skills in English.

• Strong logical thinking and structured problem-solving ability.

• High attention to detail.

• Ability to multitask and manage multiple open tickets simultaneously.

• Strong customer-focused approach and ownership of technical cases.

• Ability to work effectively in a ticket-driven technical support environment.

• Ability to collaborate with L1 L3 field teams Engineering and external vendors.

• SLA Compliance – Response & Resolution

• QA Scores

• Customer/Technician Satisfaction

• Case Aging

• Ticket Progression

• Case Resolution & Closure