Associate Technical Support Engineer (L2) Voice & Chat

Hiring: Associate Technical Support Engineer (L2) Voice & Chat

Location: Hyderabad
Work Mode: Work from Office
Shift: Rotational Shifts & Week Offs

Job Summary:
We are seeking experienced L2 Technical Support Engineers with strong troubleshooting skills and excellent voice support expertise. You will handle complex technical issues, provide advanced customer support, and ensure highquality resolutions.

Key Responsibilities

• 
  Provide L2 technical support via voice
• Diagnose & resolve advanced OS, hardware, software, and networking issues
• Handle L1 escalations
• Troubleshoot desktops, laptops, printers, routers & peripherals
• Maintain SLA, CSAT, AHT & quality metrics
• Document resolutions in CRM/ticketing tools
• Escalate unresolved issues as needed
• Ensure excellent customer communication

Must-Have

• 1.5-4 years in Technical Support (Voice L2)
• Strong Windows OS, hardware & networking fundamentals
• Excellent English communication
• Comfortable with rotational shifts

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• Ready for Work from Office

Good to Have

• Knowledge of Mac OS / Linux
• Experience with VPN, AD, O365, Ticketing tools
• Certifications: CCNA, A+, Network+
• Escalation handling / mentoring experience

Eligibility

• Any Graduate/Undergraduate with relevant experience
• Immediate or shortnotice joiners preferred
• Drop resume to Hbsrilayam@cgsinc.com