Technical Support Officer – SLA Level 2

Envision Tech Pvt Ltd

AvailabiltyFull Time

CategoryIT Jobs

Salary NegotiableYes

Job LevelMid Level

Job LocationGaurighat

No. Of Vacancy2

Education LevelBachelor

Experience RequiredExactly 1-3

Skills :-

Advanced troubleshooting and technical issue analysis

Application, system, and technical support experience

Ticket escalation and resolution management

Log analysis and root cause investigation

Ability to query databases and analyze API logs independently

Experience in server, application, or cloud support

Requirements :-

3-5 experience in Level 2 technical support environments
Ability to diagnose and resolve complex technical issues
Experience handling escalated tickets from Level 1 support
Understanding of application workflows and system architecture
Ability to collaborate with development and DevOps teams
Strong analytical mindset and troubleshooting capability

Job Responsibility :-

Resolve escalated technical issues within SLA timelines with minimal business impact

Identify root causes and propose long-term solutions

Reduce recurring incidents through fixes, documentation, and process improvements

Work closely with development and DevOps teams during issue resolution

Maintain high-quality technical documentation and knowledge sharing

Improve support efficiency through proactive problem prevention and analysis

Who are looking for :-

We are looking for an experienced and analytical Technical Support Officer (L2) who can handle complex technical issues and escalations from Level 1 support.