Support Engineer 2

3 weeks ago

Bengaluru, India Sonata Software Full time

Level 2 Engineer - IT Support
Bangalore (WFO- 5 days office, CV Raman Nagar)
Interview: F2F is mandatory in CV Raman Nagar Informatica office
Note: We are not looking service desk candidates here, we are looking for those who are well versed with Mac Support.

Role Overview: The Level 2 Engineer will handle escalated technical issues and provide in-depth support for computer hardware, software, and audiovisual systems. This role also involves collaboration with global IT teams and external vendors.

Key Responsibilities:

Address escalated issues related to Windows and Mac computers, providing in-depth troubleshooting.

Manage hardware repairs, software installations, and upgrades in collaboration with third-party vendors.

Maintain alignment with global IT standards and protocols.

Operate and support the IT Lounge for walk-in users.

Collect and analyze user feedback to improve the support experience.

Assist with IT onboarding and offboarding processes, ensuring timely setup and recovery of assets.

Conduct health checks for all conference room AV equipment.

Support key events such as All Hands meetings and business unit cadences, including logistics and technical management.

Troubleshoot audio/video issues and provide weekend support when required.

Work closely with global IT teams and vendors to resolve complex hardware and software issues.

Ensure timely response and resolution of service disruptions.

Coordinate with cross-functional teams and assist in IT maintenance.

Ensure the asset management database is updated accurately.

Generate reports on KPIs, service performance, and compliance with SLAs.

Skills and Experience:

  • Strong technical expertise in Windows, Mac systems, SCCM, JAMF
  • Experience with AV equipment support.
  • Extensive experience providing IT support remotely and face-to-face.
  • Good Knowledge Network concepts (servers, routers, access points, switches)
  • Good Knowledge in Windows Servers
  • Extensive experience directing and managing projects including managing specialist vendor relationships
  • Extensive experience supporting/administering many of the following: Windows 10, MacOS, SCCM, Jamf, Zoom, Microsoft Office365/M365 Teams, Okta, Intune, Microsoft 365, ServiceNow.
  • Good Knowledge of ITIL Foundation.
  • Proven track record in customer experience and vendor management.
  • Ability to resolve escalated technical issues and provide guidance to Level 1 engineers.

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