IT Support Engineer L2

As an IT Support Engineer (L2) joining the IT team in Mumbai, your role will involve providing technical support and troubleshooting for desktop and laptop systems. Your responsibilities include: - **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: Bachelors 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.,