# Support Analyst L2

**Company:** [PMC Commerce](https://jobs.workable.com/companies/gFJiW8ZqBjXCm9yWK4rZbX.md)
**Location:** Vadodara, India
**Workplace:** on site
**Employment type:** Full-time
**Department:** India

[Apply for this job](https://jobs.workable.com/view/bc6fc6e4-1680-4e69-9931-291e87082756)

## Description

**Summary of the position**

The role requires an individual who undertakes resolution of incoming issues, within expected technical capability, understands the impact of incidents on the client and responds appropriately – exhibits right sense of urgency.

**Key accountabilities**

-   Regularly reviews incidents logged, highlighting trends & recurring issues to 3rd line Problem.
-   Recommends changes to resolve recurring issues.
-   Reviews assignment of incidents by Incident Analysts - highlights to the team improvements
-   that can be made in how calls are assigned.
-   Uses technical understanding to question and clarify incidents raised by clients, before
-   agreeing where to assign the incident (incident triage).
-   Ensures all calls logged are clearly written so that any team member can understand the
-   issue.
-   Takes day to day responsibility for assigning incidents through the incident management
-   system.
-   Understands and executes against agreed processes for implementing fixes/changes.
-   Understands the impact of non-delivery on the reputation of PMC with the client
-   Provides regular client and internal communication on assigned activity and incidents -
-   ensure that interested parties are clear on current status, highlighting any issues that might
-   impact delivery in the defined timescales to Team Leader/Support Manager.
-   Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLA's
-   are at risk of not being met.

**Please note that this role works on a rotational shift basis to ensure sufficient coverage 24/7 and meet the needs of the business.**

## Requirements

**Skills & Experience (Essential)**

-   Experience on Oracle or Microsoft SQL server database - Certification preferred but not must
-   Experience in windows batch scripting
-   Experience on helpdesk, incident, and problem management as L2 support
-   Client interaction exposure
-   Good communication skills, Verbal and Written both, is a MUST

**Skills & Experience (Desirable)**

-   Good understanding of Building tool – Maven, Gradle etc.
-   Very good understanding of ITIL framework and processes. ITIL certification is preferred.
-   Working knowledge/experience on Linux - preferred but not must
-   Able to share ideas with the team and self-confident.
-   Go-getter and solution-oriented personality
-   Very quick learner and keen to learn new things
-   Reliable & accountable individual who can manage client interaction
-   A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working
-   Having worked in a fast paced, dynamic environment
-   Empathy and the ability to communicate both internally and externally
-   Ability to multi-task, work under pressure and to tight deadlines
-   Positive ‘can-do’ attitude, team player
-   Efficient and Proactive