L2 - Product IT
About this role
The L3 Support – Product IT will
be responsible for handling complex technical issues, managing escalated
tickets, coordinating with third-party vendors, and ensuring timely resolution
of customer incidents. The role requires strong troubleshooting skills, ticket
management expertise, customer coordination, and team collaboration to maintain
high service quality and customer satisfaction.
Key Responsibilities:
- Handle Level 3 escalated tickets and provide
technical resolution support.
- Coordinate and follow up with third-party vendors for
issue resolution.
- Monitor aging tickets (more than 10 days) and ensure
closure within SLA timelines.
- Conduct handover meetings and coordinate with L1 and
L2 support teams.
- Monitor daily ticket activities including:
- First response updates
- Ticket status updates
- Shift-wise ticket monitoring
- Review customer incidents and act as the first level
of escalation for critical updates.
- Ensure smooth coordination between support teams and
vendors.
- Maintain service continuity and ensure all services
remain operational.
- Ensure customer satisfaction by providing timely and
effective resolutions.
- Document troubleshooting steps and resolution notes
for future reference.
- Participate in major incident management and RCA
(Root Cause Analysis).
- Prepare and maintain SOPs and technical documentation
for the team.
- Support team training and knowledge-sharing
activities.
Required Skills &
Competencies:
- Strong knowledge of ticket handling and incident
management.
- Experience in L3 technical support and escalation
handling.
- Good understanding of SLA management and customer
communication.
- Vendor coordination and stakeholder management
skills.
- Strong analytical and troubleshooting abilities.
- Documentation and reporting skills.
- Strategic thinking and problem-solving approach.
- Ability to work in rotational shifts and
high-pressure environments.
- Team collaboration and mentoring capability.
Preferred Qualifications:
- Bachelor’s degree in IT, Computer Science,
Electronics, or related field.
- Relevant certifications in networking, IT support, or
service management are preferred.
Experience Required:
- 4–8 years of experience in Technical Support / NOC /
Service Operations.
- Prior experience in L2/L3 support environment
preferred.
Requirements
Company at a glance
Founded in 1998, Station Satcom is a global leader in integrated remote communication solutions. With over 25 years of expertise, we deliver end-to-end services across Satellite Communications, Navigation Communication, Vessel IT, Cybersecurity, and IOT Solutions designed to perform in the world’s most demanding environments.
With offices in over 9+ countries and strategic partnerships in more than 21 regions, our solutions power operations across land, sea, and air. From commercial vessels to critical infrastructure, we support industries including maritime, defense, offshore energy, logistics, aviation, and enterprise.
We are trusted for our ability to deliver reliable, secure, and high-performance connectivity, backed by a global support network and a commitment to innovation. Whether enabling vessel tracking, crew welfare, onboard surveillance, or cyber protection, we ensure seamless communication and operational uptime—wherever you are.
At Station Satcom, connectivity isn't just what we do—it's how we empower the world to operate smarter, safer, and stronger.
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