Desktop L2 Engineer

JD Remote Support

· Provide timely and effective remote technical support to end-users.

· Troubleshoot and resolve hardware, software, and network-related issues.

· Assist users with software installations, configurations, and updates.

· Log, track, and manage support tickets using the ticketing system.

· Prioritize and escalate incidents as needed to ensure quick resolution.

· Work closely with other IT team members to resolve complex issues.

· Strong knowledge of Windows and macOS operating systems.

· Proficiency in remote desktop support tools and technologies.

· Familiarity with network troubleshooting ,basic network concepts, and Understanding on Ticketing tool (e.g., ServiceNow, ManageEngine).

· Experience with Active Directory, Office 365, and common business applications.

· Excellent troubleshooting and problem-solving skills.

JD Call Coordination:

• Answer and manage incoming calls to the IT support hotline.
• Log and prioritize support requests in the ticketing system.
• Assign tickets to appropriate IT support personnel based on urgency and complexity.
• Follow up with users to ensure resolution and satisfaction.
• Provide 1st Line troubleshooting for hardware, software, and network issues.
• Assist users with basic IT problems over the phone or via remote support tools.
• Document issues and resolutions in the ticketing system.
• Guide users through step-by-step solutions for common problems.
• Maintain clear and professional communication with end-users and IT staff.
• Prepare daily, weekly, and monthly reports on call metrics and ticket status.
• Inform IT management of critical issues or recurring problems.
• Experience with IT ticketing systems (e.g., ServiceNow, ManageEngine) .

JD Floor Support:

• Provide on-floor technical support for desktops, laptops, printers, scanners, and other IT equipment
• Troubleshoot hardware, software, OS, and network issues
• Handle incident tickets and ensure timely resolution as per SLA
• Coordinate with Call Coordinator, remote support and infrastructure teams
• Support new user onboarding (system setup)
• Knowledge of Windows OS, MS Office, basic networking(LAN, Wi-Fi, IP configuration)
• Hands-on experience with desktop & laptop troubleshooting
• Basic understanding of Active Directory, antivirus, printers
• Good communication and interpersonal skills
• Ability to work in shifts and on-site environment
• Knowledge of ticketing tools (e.g., ServiceNow, ManageEngine)

Basic knowledge of Mac OS

Job Type: Full-time

Pay: ₹350,000.00 - ₹400,000.00 per month

Benefits

• Health insurance
• Provident Fund

Work Location: In person