Lead L1/L2 Technical Support

 Job Description

  • Provide support and maintenance to existing management information systems (MIS).
  • Provide recommendations to update current MIS to improve reporting efficiency and consistency. Analyze business information to identify process improvements for increasing business efficiency and effectiveness.
  • Perform data analysis for generating reports on periodic basis.
  • Develop MIS system for customer management and internal communication.
  • Proactive monitoring of systems and communication with customer regarding any variance in service levels.
  • Acknowledging, responding to and resolving customer technical problems with first-time accuracy and within expected SLAs.
  • First level troubleshooting, log analysis and database queries to understand problem root-cause and repeatability.
  • Coordinating with technical support team to ensure issue resolution and ticket closure.
  • Raising process improvement requests based on customer feedback received.
  • Maintaining and developing FAQs and relevant response sections for customer queries.
  • Training customers on projects and hand-holding during project deployments.

Key Skills

  1. Mandatory Requirement of experience in Linux/Unix and Windows Environment.
  2. Working knowledge of SQL Databases & Basic Network Configuration, TCP/IP, Wireshark
  3. Experience in providing operational application support for Java-based and/or C applications.
  4. Good database knowledge including ability to write and execute complex queries.
  5. Excellent in MS Excel & MIS Reporting
  6. Strong written and verbal communication skills.


Candidate Profile:

Qualification: BE / Diploma in Electronics / Computers, ITIL certified, CCNA/RHCE certificate will be a plus.



8+ years of experience


Job Location



Company Profile

Phonon is a leading provider of enterprise grade customer interaction automation and Unified Communication solutions. Phonon.in provides customers with consultative and hosted solutions to make their customer interaction processes more efficient and effective. Phonon.in run enterprise focused bots for leading banks, insurers, financial services companies, airlines, travel companies, online portals and distribution-based companies.
Phonon enables enterprises achieve superior customer experience through Inbound and Outbound Communication solutions, covering voice, SMS, email and chat through a single system. These automated systems get Phonon’s clients achieve maximum connectivity with end users and provide predictive responses to customer queries. Phonon.in handles over 1M automated customer interactions on its systems every day!

You may please visit www.phonon.in for more details.


To Apply

Email us a copy of your latest resume to jobs@phonon.in