IT Support Engineer – L2

10 years

0 Lacs

Posted:1 week ago| Platform: Linkedin logo

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Work Mode

Remote

Job Type

Full Time

Job Description

Job Title:

Location:

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Job Overview

IT Support Engineer (L2)

This position requires a proactive, reliable professional who can manage end-user support efficiently while maintaining high standards of customer service.

Key Responsibilities

Technical Support & Troubleshooting

  • Provide L2-level support for desktop and laptop hardware and software issues.
  • Diagnose and resolve problems related to operating systems, applications, and network connectivity.
  • Offer both remote and on-site assistance to end-users.

Incident & Request Management

  • Receive, log, and prioritize support tickets.
  • Ensure timely resolution of incidents or escalate to higher support levels when required.

System Maintenance & Upgrades

  • Install, configure, and update operating systems, software applications, and device drivers.
  • Perform regular hardware maintenance, upgrades, and replacement of faulty components.

User Support & Training

  • Support end-users with day-to-day IT issues.
  • Provide user guidance and basic training for applications and tools.

Documentation & Reporting

  • Maintain accurate records of incidents, resolutions, and IT assets.
  • Create and update knowledge base articles and user guides.

Security & Compliance

  • Ensure compliance with organizational IT security policies.
  • Apply necessary patches, updates, and antivirus measures across systems.

Collaboration & Stakeholder Management

  • Work closely with internal IT teams and other departments to resolve cross-functional issues.
  • Support VIP users, senior leadership, and board meetings with reliable and prompt assistance.

Continuous Improvement

  • Identify recurring issues and recommend process enhancements to improve efficiency and service quality.

Key Skills and Attributes

  • Strong

    communication skills

    , capable of confidently interacting with senior leadership.
  • Excellent

    stakeholder management

    and coordination abilities.
  • Proactive, dependable, and hands-on

    approach to problem-solving.
  • Awareness of

    AI tools, IT security practices

    , and proficiency in

    MS Office Suite (especially Outlook)

    .

Qualifications & Requirements

  • Education:

    Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
  • Experience:

    4–10 years of experience in IT support, with expertise in desktop/laptop troubleshooting.
  • Technical Proficiency:

  • Windows and macOS operating systems
  • Microsoft Office Suite
  • Remote desktop tools and helpdesk systems
  • Common desktop/laptop hardware components
  • Certifications (Preferred):

    CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.
  • Soft Skills:

    Strong analytical ability, excellent customer service orientation, and team collaboration skills.

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