Help Desk Engineer L1-TL

3 weeks ago

Ahmedabad, India Rigved Infotech Full time

Job Title: L1-TL Help Desk Support Engineer
Location: Ahmedabad
Experience: 2 to 3years
Employment Type: Full-time
Work Mode: (On-site)

Job Summary:

We are seeking a skilled and experienced L1-TL Help Desk Support Engineer to provide advanced technical support and troubleshooting to end-users. You will be responsible for handling escalated issues from the L1 team, resolving complex technical problems, and ensuring high customer satisfaction.

Key Responsibilities:

  • Act as the second point of contact for end-users, handling escalations from L1 support.
  • Troubleshoot hardware, software, and network issues via phone, email, or remote access.
  • Monitor ticket queues and ensure timely resolution as per SLAs.
  • Perform system diagnostics and assist in root cause analysis for recurring issues.
  • Coordinate with internal IT teams and vendors for issue resolution.
    Maintain and update documentation for processes and technical procedures.
  • Assist in deployment of software updates, patches, and security configurations.
  • Provide support for end-user applications like MS Office, Outlook, VPN, etc.
  • Handle Active Directory tasks user creation, password resets, group policies, etc.
  • Maintain asset records and support onboarding/offboarding processes.

Required Skills:

  • 24 years of experience in IT support or help desk environment.
  • Strong troubleshooting skills on Windows OS, printers, and basic networking.
  • Experience with ticketing tools (e.g., ServiceNow, Jira, BMC Remedy).
  • Knowledge of Active Directory, Group Policy, Office 365, and remote tools (e.g., AnyDesk, TeamViewer).
  • Basic understanding of LAN/WAN, TCP/IP, DNS, DHCP.
  • Excellent communication and customer service skills.
  • Ability to work independently and manage time effectively.

Thanks & Regards

Riya Zunjarrao

HR Associate- Talent Acquisition

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