L2 Engineer @ Alaric Ventures

Job Description

Role Overview:

The L2 Engineers provide frontline support for incident resolution, ticket triage, call routing issues, IVR updates, and MACD (Move, Add, Change, Delete) tasks. Operating in a 24x7 environment, they ensure seamless service operations and user support.

Key Responsibilities:

• Monitor and manage Amazon Connect environments for performance issues, alerts, and service degradations.
• Handle ticket triage, initial troubleshooting, and resolution of standard incidents.
• Manage IVR updates, call routing configurations, and number provisioning to optimize contact flows.
• Execute MACD tasks, including user provisioning, permission management, and skill group adjustments.
• Escalate complex issues to the NOC Lead (L3 Engineer) or Cloud & Security Engineer when necessary.
• Provide real-time support to resolve technical and operational challenges efficiently.
• Maintain and update knowledge base documentation, SOPs, and best practices.
• Collaborate with automation teams to streamline routine operational tasks.

Required Skills & Qualifications:

• 13 years of experience in technical support, contact center operations, or IT service management.
• Understanding of Amazon Connect, call flows, IVR systems, and cloud telephony fundamentals.
• Familiarity with ITIL processes, ticketing tools (ServiceNow, Jira, Zendesk), and incident management workflows.
• Basic knowledge of VoIP, SIP protocols, and network troubleshooting.
• Ability to work rotational 24x7 shifts, ensuring uninterrupted service support.
• Strong communication and problem-solving skills.
• AWS or ITIL certifications are advantageous.

Client Service: Provide outstanding client service, responding promptly and professionally across communication channels. Cultivate and maintain long-term client relationships,

emphasizing exceptional service and understanding of client needs.

Shift timing and working hours: Night shifts /EST Monday to Friday Fixed working days Benefits and compensation: Group Health insurance and other benefits. The Best working culture and growth opportunities. Learning opportunities in leading technologies Compensation as per Market Standard

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Keyskills:   Amazon Connect ticket triage cloud telephony fundamentals. SIP protocols ticketing tools VoIP MACD tasks call flows IVR systems network troubleshooting.