L2 Technical Support Engineer

Key Experience & Skills

• 6+ years of enterprise IT / desktop support experience, with strong hands-on experience in L2 technical support, complex escalations, incident resolution and root-cause troubleshooting.
• Strong expertise in Windows endpoint troubleshooting, including OS issues, hardware, software installation/upgrades, drivers, malware/virus remediation, networking and peripheral devices; macOS experience preferred.
• Hands-on experience with Microsoft Intune, Windows Autopilot, endpoint provisioning, patching, software deployment and device lifecycle management.
• Strong knowledge of Active Directory, enterprise endpoint technologies, TCP/IP, Wi-Fi, VPN, printers, conference-room/AV technologies and common enterprise applications.
• Experience with ITSM platforms such as Jira Service Management, including incident/problem/change processes, SLA management, reporting and knowledge-base/documentation.
• Demonstrated ability to act as a technical escalation point for L1 Service Desk teams, providing troubleshooting guidance, knowledge transfer and coaching.
• Proven experience identifying recurring/chronic technical issues, performing RCA and driving Problem Management and continuous-improvement initiatives through implementation.

Pay: ₹252,604.17 - ₹1,309,470.23 per year

Work Location: In person