Level 2 Helpdesk Technician

14 hours ago

Mohali Punjab, India SafeAeon Private Limited Full time

**Job Title: Level 2 Helpdesk Technician**

**Job Type: Full-Time**

**About Us**: SafeAeon is a leading provider of IT and cybersecurity solutions, delivering reliable and secure managed services to businesses worldwide. We are expanding our team and looking for a skilled Level 2 Helpdesk Technician to provide expert IT support to our US based clients.

**Key Responsibilities**:

- Provide Level 2 technical support to end-users and clients, troubleshooting escalated IT issues efficiently.
- Communicate effectively with US-based clients, ensuring clear, professional, and timely responses.
- Configure, manage, and troubleshoot firewalls (Fortinet, Palo Alto, Cisco, or equivalent). - Deploy, monitor, and maintain Data Loss Prevention (DLP) solutions to ensure data security and compliance.
- Implement and manage Remote Monitoring and Management (RMM) solutions for proactive system monitoring and support.
- Administer and optimize ticketing portals, ensuring timely responses and resolution of client issues.
- Collaborate with Level 1 support teams to handle escalations and provide advanced troubleshooting.
- Assist in IT infrastructure improvements, security updates, and best practices implementation.
- Document technical issues, resolutions, and procedures for internal knowledge sharing.

**Required Skills & Experience**:

- Excellent communication skills (written and verbal) are the most important requirement, as this role involves direct interaction with US-based clients.
- 2+ years of hands-on experience in IT helpdesk or technical support.
- Strong expertise in configuring and troubleshooting firewalls (Fortinet, Palo Alto, Cisco, SonicWall, etc.).
- Experience with DLP solutions (Symantec, McAfee, Digital Guardian, etc.).
- Proficiency in RMM tools (NinjaOne, ConnectWise, N-able, or similar platforms).
- Familiarity with ticketing systems like ServiceNow, Zendesk, Freshdesk, or equivalent.
- Solid understanding of networking concepts (TCP/IP, VPN, VLANs, DNS, DHCP).
- Ability to work independently, manage priorities, and handle escalated technical issues efficiently.
- Strong troubleshooting and documentation skills.

**Preferred Qualifications**:

- Certifications such as CompTIA Security+, CCNA, Fortinet NSE, or equivalent are a plus.
- Experience in a Managed Services Provider (MSP) environment is highly desirable.
- Knowledge of additional cybersecurity tools and best practices.

**Job Types**: Full-time, Permanent

**Benefits**:

- Provident Fund

Shift:

- Night shift
- Rotational shift
- US shift

Work Location: In person

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