Escalation Desk Support - Level 2 Jobs Opening in Goodvibes Placement Services at Indore-Others, Indore
Job Description
Key Responsibilities
1. Handling Escalated Issues
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Take ownership of complex support tickets: Level 2 support is primarily focused on managing and resolving escalated issues that could not be solved by Level 1 support.
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Diagnose and resolve issues: Analyze complex technical issues reported by customers or end-users and use your advanced knowledge to identify the root cause and provide resolutions. This could involve troubleshooting network issues, hardware/software problems, or configurations.
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Escalate when necessary: If a problem requires more specialized knowledge or a solution from an external vendor or senior technical team (e.g., Level 3), ensure proper escalation with clear documentation for follow-up.
2. Technical Troubleshooting and Support
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Provide in-depth technical support: Assist end-users with issues related to system configurations, application errors, hardware failures, network problems, and software installations.
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Remote troubleshooting: Use remote desktop tools or support software to troubleshoot and resolve issues on customer machines, reducing the need for on-site support.
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Test and reproduce issues: Conduct tests to replicate and identify the exact problem, allowing for more accurate troubleshooting.
3. Documentation and Knowledge Management
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Document solutions: Keep accurate records of the steps taken to resolve issues, solutions provided, and any configurations or adjustments made. This documentation is essential for both the end-users and for maintaining a knowledge base for future reference.
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Update knowledge base: Regularly update internal knowledge bases and FAQs with solutions to common or recurring problems to enable faster resolution for future cases.
4. Collaboration with Cross-functional Teams
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Work with Level 1 and Level 3 support teams: Assist Level 1 technicians in understanding and resolving complex issues. Collaborate with Level 3 teams to understand emerging issues, new tools, or patches that may need to be incorporated into the support structure.
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Coordinate with IT and vendor teams: Liaise with other departments, such as development or operations teams, and external vendors when necessary, to ensure comprehensive resolution of the issue.
5. Customer Communication and Support
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Maintain customer relationships: Communicate clearly and professionally with end-users or clients to explain the status of their issues, expected timelines for resolution, and any workarounds.
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Provide updates and follow-ups: Regularly follow up with customers to ensure that issues are resolved and to inform them about any new developments or solutions.
6. Monitor and Track Incident Resolution
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Ensure SLA adherence: Ensure all tickets are handled and resolved within the agreed-upon service level agreements (SLAs). Maintain high-quality support and minimize downtime for the end-users.
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Prioritize incidents: Assess the severity of the issues and prioritize them accordingly, ensuring that the most critical issues are handled first.
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Use ticketing systems: Efficiently manage, track, and update tickets using helpdesk ticketing software, ensuring accurate tracking of all customer requests.
7. Proactive Problem Prevention
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Identify recurring issues: Look for patterns in the types of problems that arise and work with relevant teams to address any underlying systemic issues to prevent future occurrences.
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System and software updates: Ensure that software, security patches, and system configurations are kept up to date to reduce future escalations or system failures.
More information about this Escalation Desk Support - Level 2 Job
Please go through the below FAQs to get all answers related to the given Escalation Desk Support - Level 2 job
- What are the job requirements to apply for this Escalation Desk Support - Level 2 job position?
- Ans: A candidate must have a minimum of fresher as an Escalation Desk Support - Level 2
- What is the qualification for this job?
- Ans: The candidate can be a Graduate from any of the following: B.Com, BA, BCA, BE/B.Tech, BSc, CS
- What are the salary requirements for this job?
- Ans: The salary range is between 22000 and 24000 Monthly. The Salary will depend on the interview. This Escalation Desk Support - Level 2 is a Full Time in Indore.
- What is the hiring Process of this job?
- Ans: The hiring process all depends on the company. Normally for an entry level, hiring the candidate has to go for Aptitude, GD (If they look for communication),Technical test and face to face interviews.
- This Escalation Desk Support - Level 2 is a work from home job?
- Ans: No ,its not a Work from Home Job.
- How many job vacancies are opening for the Escalation Desk Support - Level 2 position?
- Ans: There are immediate 1 job openings for Escalation Desk Support - Level 2 in our Organisation.
Job Particulars
About Company
GoodVibes Placement Services is a known recruitment & outsourcing firm based in Indore since 2019. We are an executive search and recruitment company. Our excellence is in providing highly qualified and experienced professionals for senior, middle, and junior management. We specialize in understanding company needs and providing candidates with relevant experience and skills to meet the needs of the organization. Our mission is to reduce unemployment in India. Also to provide excellent services to our Clients. 'Customer's Success is What Matters' || We assure to provide good service so that our clients are happy and satisfied.
Indore 
Freshers 
Salary not disclosed 
B.Com, BBA/BBM, BSc
Indore
Freshers
Salary not disclosed
B.Com, BBA/BBM, BSc
Indore
Freshers
Salary not disclosed
B.Com, BBA/BBM, BSc
Indore
Freshers
Salary not disclosed
B.Com, BBA/BBM, BSc
Indore
Freshers
Salary not disclosed
B.Com, BA, BBA/BBM, BSc
Indore
Freshers
Salary not disclosed
B.Com, BBA/BBM, BSc
Indore
Freshers
Salary not disclosed
B.Com, BBA/BBM, BSc
Indore
Freshers
Salary not disclosed
B.Com, BBA/BBM, BSc 
