We are seeking a skilled and experienced L1-TL Help Desk Support Engineer to provide advanced technical support and troubleshooting to end-users. You will be responsible for handling escalated issues from the L1 team, resolving complex technical problems, and ensuring high customer satisfaction.

Key Responsibilities:

Act as the second point of contact for end-users, handling escalations from L1 support.
Troubleshoot hardware, software, and network issues via phone, email, or remote access.
Monitor ticket queues and ensure timely resolution as per SLAs.
Perform system diagnostics and assist in root cause analysis for recurring issues.
Coordinate with internal IT teams and vendors for issue resolution.
Maintain and update documentation for processes and technical procedures.
Assist in deployment of software updates, patches, and security configurations.
Provide support for end-user applications like MS Office, Outlook, VPN, etc.
Handle Active Directory tasks user creation, password resets, group policies, etc.
Maintain asset records and support onboarding/offboarding processes.

Required Skills:

24 years of experience in IT support or help desk environment.
Strong troubleshooting skills on Windows OS, printers, and basic networking.
Experience with ticketing tools (e.g., ServiceNow, Jira, BMC Remedy).
Knowledge of Active Directory, Group Policy, Office 365, and remote tools (e.g., AnyDesk, TeamViewer).
Basic understanding of LAN/WAN, TCP/IP, DNS, DHCP.
Excellent communication and customer service skills.
Ability to work independently and manage time effectively.

Thanks & Regards

Riya Zunjarrao

HR Associate- Talent Acquisition

riya.zunjarrao@rigvedit.com

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