Job Description

Job Overview:

The L1/L2 Support Specialist and Design Subject Matter Expert (SME) plays a critical role in providing both technical support and expertise in system design to ensure seamless operations across the organization. This hybrid role combines responsibilities for providing Level 1 (L1) and Level 2 (L2) support in resolving technical issues, while also serving as a subject matter expert (SME) in designing and implementing effective solutions. The individual will work across support and design functions, providing guidance on technical design best practices and troubleshooting advanced issues that go beyond the capabilities of the L1 support team.

Key Responsibilities:

L1/L2 Support Responsibilities:

Level 1 (L1) Support:

Provide first-line technical support to users by diagnosing and resolving basic technical issues, including hardware, software, and network related problems.

Log and categorize incoming support requests into the IT helpdesk system, ensuring detailed documentation for resolution.

Escalate unresolved or complex issues to the Level 2 support team in a timely manner.

Level 2 (L2) Support:

Handle more complex technical issues that cannot be resolved by the L1 team, including troubleshooting software and hardware failures, system performance issues, and user access problems. Documentation and Reporting:

Document solutions and troubleshooting steps for L1 support teams to use in resolving similar future issues.

Maintain and update knowledge base articles to improve the efficiency of the support team and reduce resolution time.

Generate reports on ticket volume, resolution times, and service level agreement (SLA) adherence for management review.

Escalation & Collaboration: Experience:

12 plus years of experience in technical support roles, including at least 2 years in a Level 2 support capacity.

Strong background in troubleshooting a variety of technologies, including hardware, operating systems, and business applications.

Proven experience in technical design and architecture, with a solid understanding of system integration, cloud platforms, and enterprise application design.

Experience with ITIL frameworks and service management tools

Technical Skills: Analytical Thinking & Problem Solving: Ability to think critically and solve complex technical issues.

Communication: Strong verbal and written communication skills to interact with both technical and non technical stakeholders.

Collaboration: Ability to work effectively in cross functional teams, collaborating with support teams, developers, and business analysts.

Customer Centric Focused on delivering high quality support and design solutions that meet user and business needs.

Time Management Strong organizational skills to manage multiple tasks and projects effectively.

About Virtusa



Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 30,000 people globally that cares about your growth -- one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.



Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.



Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.