Help Desk Engineer L2 | Ahmedabad (WFO)

Rigvedit

1 - 2 years

1 - 5 Lacs

ahmedabad

Posted:None| Platform:

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Skills Required

technical helpdesk l2 technical support l2 support it helpdesk it service desk ticketing tools technical support it support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Job Summary:

We are seeking a skilled and experienced L2 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

chetna.gidde@rigvedit.com|

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