Technical Support Executive - L2

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Job Title: Level 2 Technical Support Executive (Desktop Support)Position Overview

We are looking for a customer-focused and technically proficient Level 2 Technical Support Executive to join our IT Support team. The ideal candidate will provide advanced technical assistance for Windows desktops, laptops, email systems, printers, and end-user applications. This role requires strong troubleshooting skills, logical problem-solving, and the ability to support users with varying levels of technical expertise while ensuring a high standard of customer service.

Key Responsibilities

• Provide Level 2 technical support for Windows desktops and laptops, including hardware and software troubleshooting.
• Configure, troubleshoot, and support Microsoft Outlook, Exchange, IMAP, and mobile email accounts.
• Diagnose and resolve complex technical issues using analytical and critical thinking skills.
• Deliver remote and onsite technical support to end-users.
• Assist non-technical users with patience, professionalism, and clear communication.
• Install, configure, and troubleshoot network printers and print servers.
• Record incidents, troubleshooting activities, and resolutions in the IT ticketing system.
• Collaborate with internal IT teams to resolve recurring or system-wide technical issues.
• Ensure compliance with organizational IT policies, security standards, and operational procedures.
• Meet service level agreements (SLAs) while maintaining high customer satisfaction.

Required Skills & Qualifications

• Minimum 1 year of experience in IT Desktop Support or a Level 2 Technical Support role.
• Strong knowledge of Windows 10 & Windows 11 operating systems.
• Hands-on experience with Microsoft Office Suite and common desktop applications.
• Experience configuring and troubleshooting Microsoft Outlook, Exchange, IMAP, and POP3 email services.
• Good understanding of printer installation, network printer configuration, print server management, and troubleshooting.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN, and remote desktop tools.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Ability to prioritize multiple tasks and perform effectively in a fast-paced support environment.

Preferred Qualifications

• Diploma/Bachelor's degree in Computer Science, Information Technology, or a related field.
• Relevant certifications such as CompTIA A+, Microsoft Certified, or ITIL Foundation are an added advantage.
• Experience working with ITSM or ticketing tools (ServiceNow, Jira, Freshservice, Zendesk, etc.) is preferred.

Key Competencies

• Customer Service Orientation
• Technical Troubleshooting
• Critical Thinking
• Communication Skills
• Time Management
• Team Collaboration
• Attention to Detail
• Problem Solving
• Adaptability

Pay: ₹20,825.67 - ₹37,328.38 per month

Benefits:

• Commuter assistance
• Food provided
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person