NC
Software L1/L2 Support & QA
NR Consulting - India
🇮🇳 India
On-site
3 months ago
- SQL
- Jira Service Management
- ServiceNow
3 months ago
Location: Bangalore
Exp: 1-2 Years
Job Description:
•   Study and understand the Telematics function and associated NEMO services and their architecture
•   Act as the first point of contact (via calls, chat, email, ticketing systems)
•   Log and categorize incidents or service requests
•   Perform basic troubleshooting using standard procedures (SOPs, knowledge base)
•   Resolve common issues (e.g., password resets, access issues, erroneous usage etc.,)
•   Provide status updates to users
•   Escalate unresolved or complex issues to next level
•   Maintain proper documentation and ticket updates
•   Able to handle escalations if any
•   Able to Perform advanced troubleshooting and root cause analysis on the escalations
•   Able to understand the logs, databases, APIs, and system integrations
•   Collaborate with L3 (developers/engineering teams) for complex defects
•   Identify recurring issues and suggest permanent fixes or improvements
•   Update knowledge base articles for L1/L2
Skills Required
•   Good communication and customer handling
•   Technical knowledge of the system/application
•   Knowledge of databases (SQL), APIs, logs analysis
•   Familiarity with ticketing tools (like Jira Service Management, ServiceNow)
•   Ability to follow SOPs and troubleshooting guides
•   Debugging and analytical skills
•   Familiarity with monitoring tools and scripting (sometimes)
•   Deeper understanding of system architecture
Education and Experience
•   Diploma / BSC / BE / B Tech in Electrical & Electronics/Computer Science/Information Sciences/Telecommunication/
•   A foundation level course in Software testing.
Personal
•   Customer service
•   Multitasking
•   Excellent communication skill
•   Good observation skills
•   Passion to learn more
•   Proactively identify and resolve customer related issues
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Software L1/L2 Support & QA · NR Consulting - India