L2 Support-Jamshedpur

Role & responsibilities

Key Responsibilities

• Provide L2 technical support for hardware, software, application, and system-related issues.
• Troubleshoot and resolve issues escalated from the L1 support team.
• Install, configure, and troubleshoot Windows operating systems, applications, printers, and peripherals.
• Handle user issues related to laptops/desktops, network connectivity, email, VPN, and basic system access.
• Perform basic troubleshooting of LAN/WAN, TCP/IP, DNS, DHCP, and Wi-Fi issues.
• Monitor and manage incidents, service requests, and problems using ticketing tools.
• Analyze recurring issues and identify possible root causes.
• Escalate complex issues to L3 teams or relevant technical teams when required.
• Maintain proper documentation of incidents, solutions, and troubleshooting procedures.
• Assist with system upgrades, software installations, patches, and configuration activities.
• Ensure incidents are resolved within defined SLA timelines.
• Provide professional and courteous support to end users.

Required Skills

• Good hands-on knowledge of computers, Windows OS, MS Office, hardware and software troubleshooting.
• Good understanding of basic networking concepts.
• Experience with ticketing/helpdesk tools.
• Good analytical and troubleshooting skills.
• Strong verbal and written communication skills.
• Good customer-handling and interpersonal skills.
• Ability to work independently as well as with a technical team.
• Willingness to work in shifts, if required.

Preferred Skills

• Experience with Active Directory, Office 365/Microsoft 365, VPN, Remote Desktop, and basic server troubleshooting.
• ITIL knowledge or certification would be an advantage.
• Experience working in an IT helpdesk/service desk environment.