Work from Office
Full Time
About the Role:
We are looking for a proactive and technically skilled Service Desk Engineer (L2) to join our IT Services team. The ideal candidate will handle escalated technical issues, provide advanced troubleshooting support, and ensure uninterrupted IT service delivery to our clients.
Key Responsibilities:
• Manage and resolve L2 escalations from the L1 support team within defined SLAs. • Troubleshoot and resolve issues related to operating systems, hardware, network connectivity, VPN, email (O365), and enterprise applications. • Perform user account and access management through Active Directory and other tools. • Maintain accurate documentation and contribute to the internal knowledge base. • Collaborate with infrastructure, network, and application teams for issue resolution. • Ensure adherence to ITIL processes and service quality standards.
Required Skills & Qualifications:
• Strong understanding of Windows OS, Active Directory, O365 administration, and remote desktop tools. • Working knowledge of networking fundamentals and ITSM tools (e.g., ServiceNow, Remedy). • Excellent troubleshooting, communication, and customer-handling skills. • Ability to work effectively in a 24x7 rotational environment.
HCLTech
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