IT Support Engineer – Level 2

3 weeks ago

Pune, Maharashtra, India ProcDNA Full time
Job Description

About ProcDNA

ProcDNA is a global rocket ship in life sciences consulting. We fuse design thinking with cutting-edge tech to create game-changing Commercial Analytics and Technology solutions for our clients. We&aposre a passionate team of 200+ across 6 offices, all growing and learning together since our launch during the pandemic. Here, you won&apost be stuck in a cubicle - you&aposll be out in the open water, shaping the future with brilliant minds. Ready to join our epic growth journey

What We Are Looking For

We are looking for a skilled and proactive L2 IT Support Engineer to join our team. The ideal candidate will have solid experience in handling end-user support, troubleshooting Microsoft 365 applications, managing IT infrastructure readiness, and maintaining asset inventory. This role requires a strong sense of ownership and the ability to resolve more complex technical issues escalated from L1 support.

Key Responsibilities

- Handle escalated support tickets from engineers and ensure timely resolution.
- Provide advanced troubleshooting and support for the Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive, etc.).
- Support IT infrastructure readiness for new deployments, relocations, and upgrades.
- Deliver day-to-day end-user support, including hardware/software issues and system access.
- Maintain and manage asset inventory records and ensure data accuracy.
- Prepare and manage Excel-based reports for asset tracking, support metrics, and performance analysis.
- Collaborate with cross-functional teams to ensure seamless IT service delivery.
- Document solutions and contribute to the knowledge base for recurring issues.
- Comfortable working in rotational shifts to support business operations.
- Willing to extend shifts as per business needs and critical support requirements

Required Skills & Qualifications

- 25 years of experience in IT support, with at least 1 year in an L2 role.
- Hands-on experience with ticketing tools (e.g., ServiceNow, Jira, Freshdesk, Fresh service).
- Strong knowledge and troubleshooting skills in Microsoft 365 applications.
- Experience in IT infrastructure setup and readiness.
- Familiarity with asset inventory management systems.
- Proficiency in Microsoft Excel for reporting and data analysis.
- Excellent problem-solving, communication, and interpersonal skills.
- Ability to work independently and mentor support staff.
- Flexibility to work in rotational shifts and extend hours when required.

Preferred Qualifications

- Knowledge of ITIL frameworks.
- Experience in remote desktop support and system administration.
- Basic understanding of networking and security principles.

Skills: it support,troubleshooting,communication,excel,microsoft 365,microsoft applications,asset inventory management,problem-solving,it infrastructure,ticketing tools

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