Job Description

Job Details
This hybrid role combines responsibilities for providing Level 1 (L1) and Level 2 (L2) support in resolving technical issues, while also serving as a subject matter expert (SME) in designing and implementing effective solutions. The individual will work across support and design functions, providing guidance on technical design best practices and troubleshooting advanced issues that go beyond the capabilities of the L1 support team.Key Responsibilities:L1/L2 Support Responsibilities:Level 1 (L1) Support:Provide first-line technical support to users by diagnosing and resolving basic technical issues, including hardware, software, and network related problems.Log and categorize incoming support requests into the IT helpdesk system, ensuring detailed documentation for resolution.Escalate unresolved or complex issues to the Level 2 support team in a timely manner.Level 2 (L2) Support:Handle more complex technical issues that cannot be resolved by the L1 team, including troubleshooting software and hardware failures, system performance issues, and user access problems. Documentation and Reporting:Document solutions and troubleshooting steps for L1 support teams to use in resolving similar future issues.Maintain and update knowledge base articles to improve the efficiency of the support team and reduce resolution time.Generate reports on ticket volume, resolution times, and service level agreement (SLA) adherence for management review.Escalation & Collaboration: Experience:12 plus years of experience in technical support roles, including at least 2 years in a Level 2 support capacity.Strong background in troubleshooting a variety of technologies, including hardware, operating systems, and business applications.Proven experience in technical design and architecture, with a solid understanding of system integration, cloud platforms, and enterprise application design.Experience with ITIL frameworks and service management toolsTechnical Skills: Analytical Thinking & Problem Solving: Ability to think critically and solve complex technical issues.Communication: Strong verbal and written communication skills to interact with both technical and non technical stakeholders.Collaboration: Ability to work effectively in cross functional teams, collaborating with support teams, developers, and business analysts.Customer Centric Focused on delivering high quality support and design solutions that meet user and business needs.Time Management Strong organizational skills to manage multiple tasks and projects effectively.
Company Description
Virtusa Corporation provides digital engineering and technology services to Forbes Global 2000 companies worldwide. Our "Engineering First" approach ensures we can execute all ideas and creatively solve pressing business challenges. With industry expertise and empowered agile teams, we prioritize execution early in the process for impactful results. We combine logic, creativity and curiosity to build, solve, and create. Every day, we help clients engage with new technology paradigms, creatively building solutions that solve their most pressing business challenges and move them to the forefront of their industry. Join us at Virtusa, an equal opportunity employer that values inclusion and diversity. Check out Virtusa.com/careers to find out more.

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