Software L1L2 Support & QA

Title:Software L1/L2 Support & QA
Location: Bangalore
Exp: 1-2 Years

Job Description:
Study and understand the Telematics function and associated NEMO services and their architecture
Act as the first point of contact (via calls chat email ticketing systems)
Log and categorize incidents or service requests
Perform basic troubleshooting using standard procedures (SOPs knowledge base)
Resolve common issues (e.g. password resets access issues erroneous usage etc.)
Provide status updates to users
Escalate unresolved or complex issues to next level
Maintain proper documentation and ticket updates
Able to handle escalations if any
Able to Perform advanced troubleshooting and root cause analysis on the escalations
Able to understand the logs databases APIs and system integrations
Collaborate with L3 (developers/engineering teams) for complex defects
Identify recurring issues and suggest permanent fixes or improvements
Update knowledge base articles for L1/L2

Skills Required
Good communication and customer handling
Technical knowledge of the system/application
Knowledge of databases (SQL) APIs logs analysis
Familiarity with ticketing tools (like Jira Service Management ServiceNow)
Ability to follow SOPs and troubleshooting guides
Debugging and analytical skills
Familiarity with monitoring tools and scripting (sometimes)
Deeper understanding of system architecture

Education and Experience
Diploma / BSC / BE / B Tech in Electrical & Electronics/Computer Science/Information Sciences/Telecommunication/
A foundation level course in Software testing.
Personal
Customer service
Multitasking
Excellent communication skill
Good observation skills
Passion to learn more
Proactively identify and resolve customer related issues