IT Service Delivery Expert

1 day ago

Malappuram, Kerala, India beBeeProblemSolving Full time ₹ 8,00,000 - ₹ 12,00,000
Job Description:

The IT Help Desk Specialist Level 2 plays a pivotal role in providing technical support and troubleshooting services to clients. The individual will be responsible for providing L2 support for Windows & Mac platforms, troubleshooting complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations.

  • Technical Support & Troubleshooting
    • Provide L2 support for Windows & Mac platforms across multiple clients and client-site locations.
    • Troubleshoot and resolve complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations.
    • Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner.
    • Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments.
  • Ticket Management & Documentation
    • Effectively manage and update support tickets in the ticketing system, ensuring timely resolution and proper escalation when necessary.
    • Maintain comprehensive, accurate documentation for all troubleshooting steps, resolutions, and procedures.
    • Track recurring issues and collaborate with senior engineers for resolution and continuous improvement of support processes.
  • System Configuration & Maintenance
    • Configure and maintain Office 365 applications, including Exchange, SharePoint, Teams, and OneDrive.
    • Perform regular system and application updates, patch management, and preventive maintenance on client devices and networks.
    • Use checklists and planning skills for maintenance activities to ensure smooth operations and minimal service disruption.
  • Collaboration & Client Interaction
    • Collaborate with the NOC and SOC teams to escalate and resolve critical incidents affecting client systems or network security.
    • Provide clear, effective communication to end-users during troubleshooting and resolution, ensuring they are informed of progress and outcomes.
    • Serve as a liaison between the Help Desk and more advanced support levels (L3), escalating issues as required.

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