Helpdesk Support Engineer

Job Overview:

The Help Desk L2 Specialist provides advanced user support and ensures efficient IT service delivery by troubleshooting technical issues, offering appropriate solutions, and ensuring prompt resolution. This role involves maintaining accurate documentation, escalating critical issues, and collaborating with relevant teams to resolve complex problems. Additionally, the L2 Specialist stays updated on system information, assists in user training, and contributes to the stability and functionality of the organization's IT infrastructure.

Key Responsibilities:

Technical Support & Troubleshooting:

• Respond to support requests via in-person, phone, chat, or email.
• Diagnose and resolve hardware, software, and network-related issues.
• Investigate reported issues, identify root causes, and implement solutions.
• Collaborate with L1 support, development, and other teams to resolve complex technical problems.
• Escalate critical issues to appropriate teams when necessary and work with them.

Application & System Support:

• Ensure availability, reliability, and performance of assigned applications.
• Apply patches, updates, and configurations to maintain system stability.
• Monitor application performance and optimize efficiency via Monitoring tools.
• Assist in managing user accounts, permissions, and security settings in AD and Azure AD.

Incident, Change & Problem Management:

• Manage and resolve incidents within defined SLAs.
• Track, document, and route support requests efficiently.
• Follow change management processes for controlled system modifications.
• Identify and address recurring issues for long-term stability (RCA).

Documentation & Knowledge Management:

• Maintain troubleshooting guides and system documentation.
• Create SOPs, knowledge base articles for common issues.
• Update training materials for new and revised software/hardware.

Customer Support & User Assistance:

• Provide timely updates to users regarding issue status and resolution.
• Offer guidance on best practices and troubleshooting steps.
• Follow up to ensure successful issue resolution.
• Train end-users and L1 support on recurring issues.

Collaboration & Continuous Improvement:

• Work with L1 support, development, and QA teams to enhance application stability.
• Participate in post-incident reviews to improve processes.
• Perform Validation after Deployment in Production.
• Stay updated on system changes, industry best practices, and emerging technologies.

Required Skills & Qualifications:

• Technical Expertise:

  Windows/Mac/Linux OS Support, Office 365, Active Directory, Azure AD, Networking (DNS, DHCP, SMTP), ITIL ticketing tools, application support, SQL, APIs, Familiarity with ticketing systems (e.g., ServiceNow, Jira), cloud platforms (AWS / Azure, GCP), AVD support, IAM, scripting (Python, PowerShell, etc) for automation.

• Experience:

  3+ years in technical support, help desk, or IT operations.

• Soft Skills:

  Strong communication, problem-solving, adaptability, and customer focus.

• Work Environment:

  Comfortable with 24/7 shifts and on-call duties.