L2 Remote Support

2 months ago


pune, India BirlaSoft Full time

Major Activities for End user computing support includes:

•Remote Install, Move, Add and Change activities (IMAC)

•Remotely Managing Incidents (Break/ fix) activities like - Hardware, OS, Layered apps, VDI end user users and printers

•Handling On boarding Off boarding, Miscellaneous requests for AD and messaging through Irving ITSM tool post due approval process in conjunction with Irving Service Desk team.

•Handling Patching/ Feature updates (OS and apps) using existing Irving patching tools

•Imaging and software distribution for desktop patches/softwareusing existing Irving tools.

•Software Break Fix Support

•Interface with hardware vendors for planning and problem resolution

•Remote troubleshooting of hardware for PCs, End user compute devices & Peripherals within scope.

•Remote Configuration & Troubleshooting of VPN client or other IT clients (antivirus client, collaboration, etc.)

•Remote troubleshooting of user software which includes desktop productivity software (MS Office), messaging and collaboration (O365, Teams etc.), connectivity (VPN), antivirus and specific business software.

•Co-ordinate with J D Irving’s on-site technicians where remote resolution is not possible

•Ticket Logging, Update the call, Knowledge Management updating, Account Creation, Deletion, Terminations, Modification

•Coordinate with third-party vendors to resolve hardware problems, as required

•Initiate, update, and close Incident tickets in the Service Management system

•Verify InTune connector status

•Review new features of InTune

•Remote video conferencing health check

•Check Red Cloak and Sentinel One client health as per security team instructions


  • L2 Remote Support

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