L2 CSR

Job Description: Operations & Support (L2)
Department: Operations
Reports To: Head of Operations / BU Head
Location: Local (On-site)

Role Overview
The Operations & Support (L2) role is responsible for managing day-to-day technical operations while ensuring timely and SLA-compliant support delivery across customer accounts. This position bridges field operations and technical support by overseeing technicians, hardware lifecycle management, and advanced troubleshooting across hardware and software platforms.
The role requires strong hands-on knowledge of IoT hardware, telematics devices, SIM management, and FAMS platforms. The individual will act as the escalation point for L2 support issues and ensure smooth coordination between field teams, L3 technical teams, and account management.

Key Responsibilities

A. Operations Management

Manage and coordinate on-field technicians and installation schedules. Oversee device installations, replacements, removals, and maintenance activities. Ensure quality control of field deployments and service standards. Manage SIM inventory, allocation, activation, and deactivation. Handle hardware procurement planning and stock management. Maintain accurate inventory records (devices, accessories, SIMs, etc.)Perform hardware configuration and pre-deployment setupEnsure proper documentation of installations and asset taggingManage customer account creation, device mapping, and configuration in FAMS platforms

B. Technical Support (L2)

Ensure SLA compliance for all assigned support tickets
Monitor and manage ticket queues (L1, L2, L3)
Perform advanced troubleshooting for hardware and software-related issues
Analyze recurring technical problems and propose corrective actions
Assign and prioritize tickets based on severity and business impact
Route tickets to L3, Account Managers, or other internal stakeholders as required
Provide technical guidance to L1 support team
Conduct root cause analysis for escalated incidents
Ensure proper ticket documentation and resolution notes

Coordinate with Account Managers on customer-related escalations
Liaise with Procurement for hardware and SIM requirements
Work with Technical/L3 teams on complex system issues
Support finance/admin with asset reconciliation when required

Required Skills & Competencies
Strong understanding of IoT / telematics hardware and installation processes
Good knowledge of SIM management and telecom coordination
Hands-on experience with hardware troubleshooting (GPS devices, sensors, trackers, etc.)
Strong software troubleshooting capabilities
Familiarity with SaaS platforms and ticketing systems
Ability to manage technicians and field teams
Strong analytical and problem-solving skills
Excellent organizational and coordination abilities
Ability to work under SLA-driven environments

Experience & Qualifications
3–5 years of experience in technical operations or L2 support role
Experience in IoT, telematics, fleet management, or SaaS-based platforms preferred
Diploma or Bachelor’s degree in Engineering, IT, or related field preferred

Key Performance Indicators (KPIs)
SLA compliance rate
Ticket resolution time
Installation turnaround time
Device uptime percentage
Stock accuracy & inventory control
Reduction in recurring technical issues

Pay: Rs150,000.00 - Rs170,000.00 per month

Work Location: In person