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

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