Job Title: L2 IT Support Engineer
Experience: 2 Years
Location: Pune, India
Employment Type: Full-Time
Notice Period: Immediate Joiner
Job Summary:
We are looking for a dedicated and technically skilled L2 IT Support Engineer to provide comprehensive support for both hardware and software systems. The ideal candidate will have hands-on experience in troubleshooting, installation, configuration, and maintenance of IT infrastructure. This role requires strong problem-solving skills, excellent communication, and the ability to resolve complex technical issues efficiently within defined SLAs.
Key Responsibilities:
- Provide Level 2 technical support for desktops, laptops, printers, and network devices.
- Diagnose and resolve software, hardware, and peripheral issues raised by users.
- Support installation, configuration, and maintenance of Windows OS, Office 365, VPN, and security tools.
- Manage Active Directory tasks such as user account creation, password resets, and group policy updates.
- Troubleshoot network connectivity issues (LAN/WAN, DNS, DHCP, VPN).
- Ensure timely response and resolution of tickets raised via ITSM tools like ServiceNow or ManageEngine.
- Collaborate with L1 and L3 teams to escalate and resolve complex issues.
- Maintain hardware asset inventory and ensure compliance with IT policies.
- Perform regular system updates, patch management, and security checks.
- Provide remote and on-site support for end-users as required.
- Document troubleshooting procedures, FAQs, and standard operating processes (SOPs).
Required Skills & Qualifications:
- Bachelor's Degree or Diploma in Computer Science, Information Technology, or a related field.
- 2 years of experience in IT support (L2 level preferred).
- Strong knowledge of Windows 10/11, Active Directory, Office 365, and VPN tools.
- Familiarity with network fundamentals TCP/IP, DNS, DHCP, and VPN troubleshooting.
- Experience with hardware maintenance laptops, desktops, and peripherals.
- Knowledge of ticketing systems like ServiceNow, Jira, or ManageEngine.
- Excellent communication and customer service skills.
- Ability to work independently and manage multiple tasks effectively.
Preferred Skills:
- Basic understanding of cloud technologies (Azure, Intune, or M365 Admin Center).
- Exposure to ITIL processes for incident, change, and problem management.
- Experience in antivirus deployment and patch updates.
