Technical Support Engineer L2

Position: Service Desk Engineer / Technical Support Engineer L2

Working Hours: 24x7 Rotational (WFO)

Work Location: NSEZ Phase 2, Noida

Experience: 4+yrs

Notice Period: 0-15days.

Note: Must have excellent communication skills.

Job Description:

Key Responsibilities:

• Provide advanced support to end-users for laptop-related issues, including hardware and software troubleshooting.
  

• Resolve issues related to Windows operating systems, Office 365 applications, SharePoint, file servers, and printers.
  

• Handle service desk tickets efficiently, ensuring timely resolution and excellent customer service.
  

• Communicate effectively with end-users to understand their issues and provide clear and concise guidance.
  

• Maintain detailed documentation of support activities, resolutions, and updates to the knowledge base.
  

• Work closely with other IT team members and departments to resolve complex issues and improve overall service delivery.
  

• Provide guidance and training to end-users to help them resolve common issues and improve their understanding of IT systems.
  

• Assist with routine maintenance and updates of IT systems and software to ensure optimal performance.
  

• Escalate complex issues to Level 3 support or other appropriate teams when necessary, ensuring thorough documentation of all steps taken.
  

Technical Skills:

• Proficiency in troubleshooting Windows operating systems.
  

• In-depth knowledge of Office 365 applications, including Outlook, Word, Excel, and Teams.
  

• Experience with SharePoint administration and troubleshooting.
  

• Familiarity with file server management and network printers.
  

Soft Skills:

• Excellent verbal and written communication skills.
  

• Strong problem-solving skills and attention to detail.
  

• Ability to work independently and as part of a team.
  

• Customer-focused with a dedication to providing high-quality service.
  

Preferred Qualifications:

• Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar.
  

• Experience with ITIL framework and service management best practices.
  

Familiarity with remote support tools and techniques