Support Engineer L1/L2

Infotel UK is seeking a dedicated and technically skilled Support Engineer for L1/L2 application support to join our growing team. In this role, you will be responsible for providing first and second-level support for our various applications and ensuring that client issues are resolved efficiently and effectively. You will work directly with clients to troubleshoot and resolve issues, enhancing their overall experience with our products.

Responsibilities

• Provide front-line support for application-related queries via phone, email, and chat.
• Diagnose and troubleshoot issues reported by clients, escalating as necessary to ensure timely resolution.
• Document incidents, resolutions, and workflow processes in the support ticketing system.
• Collaborate with development and QA teams to identify recurring issues and drive solutions.
• Conduct root cause analysis and provide detailed reports on recurring issues.
• Assist in user training and create training documentation as needed.
• Ensure adherence to SLAs and maintain a high level of customer satisfaction.

Requirements

• Proven experience as a Support Engineer or in a similar customer-facing role.
• Strong understanding of application support cycles, L1 & L2 procedures, and troubleshooting methodologies.
• Knowledge of SQL databases and ability to run queries to troubleshoot issues.
• Experience with help desk ticketing systems and ITIL processes.
• Excellent communication and interpersonal skills.
• Problem-solving mindset with a proactive approach to identifying issues.
• Ability to work independently and collaboratively within a team.
• Technical certifications (e.g., ITIL, CompTIA) are a plus.

Benefits

• Family Leave (Maternity, Paternity)
• Training & Development
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• The Work Environment is stimulating, creative, open, informal and it is based on teamwork, mutual trust and fairness for all. The open work environment gives each employee to be expert in the desired area and great learning opportunities to grow with the organization. Our unique culture supports open dialogue, candid feedback, and enduring relationships. We treat each other with dignity and respect, as human beings first, professionals second.