L2 Support Intern

• Assist in diagnosing and resolving customer issues escalated from Level 1 support.
• Collaborate closely with senior support engineers to troubleshoot application, server, and infrastructure-related problems.
• Maintain clear, accurate, and detailed documentation of customer queries, resolutions, and follow-up actions.
• Monitor system alerts and identify recurring problems to support long-term fixes.
• Participate in knowledge-base creation by documenting solutions, FAQs, and process updates.
• Contribute to internal process improvement initiatives to increase efficiency within the support function.
• Provide timely updates to users and ensure high customer satisfaction through effective communication.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, IT, or a related field.
• Good understanding of SQL and databases, including basic queries, troubleshooting, and data analysis.
• Familiarity with web applications, APIs, operating systems, and basic networking concepts.
• Strong analytical and problem-solving skills with the ability to break down complex issues.
• Basic knowledge of support tools such as ticketing systems, monitoring dashboards, and documentation platforms.
• Excellent verbal and written communication skills to interact effectively with clients and internal teams.
• Ability to manage multiple tasks, prioritize effectively, and work in a fast-paced environment.
• Eagerness to learn, adapt, and grow in a technical support role.