L2 IT Support Engineer

Location - Hinjewadi Phase 1

Experience - 4+ years

Shift Timings - US Shift

Work Mode- Onsite (5 days)

**Immediate Joiners Preferred**

Role Summary

We are looking for an experienced L2 IT Support Engineer with 4+ years of hands-on experience in providing advanced technical support across desktop environments, VoIP systems, and enterprise IT infrastructure. The ideal candidate will have strong troubleshooting skills, expertise in Windows and MacOS platforms, and proficiency in managing Active Directory, M365, and Azure AD environments.

Key Responsibilities

• Provide Level 2 technical support for desktops, laptops, and peripheral devices.
• Troubleshoot and resolve issues related to Windows, MacOS, VoIP systems, and remote connectivity.
• Manage and administer Active Directory, M365, and Azure AD environments.
• Handle ticketing systems such as ServiceNow, Freshdesk, and BMC Remedy for incident and request management.
• Support ITIL-based processes, ensuring compliance with organizational standards.
• Perform remote desktop support using tools like TeamViewer and other remote access solutions.
• Administer Exchange servers and assist with email-related issues.
• Collaborate with cross-functional teams to resolve complex technical problems.
• Maintain accurate documentation of incidents, resolutions, and system configurations.

Required Skills & Experience

• Experience: Minimum 6+ years in IT support roles.
• Technical Expertise:
• Operating Systems: Windows, MacOS
• Directory Services: Active Directory, Azure AD
• Productivity Suites: M365
• VoIP systems troubleshooting
• Tools: ServiceNow, Freshdesk, BMC Remedy
• Additional Skills:
• Remote Desktop tools (TeamViewer, Bomgar)
• Exchange Administration
• ITIL framework knowledge
• Strong problem-solving and communication skills.

Preferred Qualifications

• ITIL Certification
• Experience in enterprise-level IT support environments
• Familiarity with security best practices and compliance standards