IT Support Engineer – L2

4 days ago

Mumbai, Maharashtra, India TECEZE Full time ₹ 4,00,000 - ₹ 12,00,000 per year

Job Title:
IT Support Engineer – L2

Location:
Mumbai

Experience:
4–10 Years

Availability:
Immediate Joiner

Job Overview

We are seeking a skilled
IT Support Engineer (L2)
to join our IT team in Mumbai. The primary focus of this role is to provide hands-on technical support and troubleshooting for desktop and laptop systems. The ideal candidate will possess strong technical knowledge, excellent communication skills, and the ability to interact confidently with senior leadership and multiple stakeholders.

This position requires a proactive, reliable professional who can manage end-user support efficiently while maintaining high standards of customer service.

Key Responsibilities

Technical Support & Troubleshooting

  • Provide L2-level support for desktop and laptop hardware and software issues.
  • Diagnose and resolve problems related to operating systems, applications, and network connectivity.
  • Offer both remote and on-site assistance to end-users.

Incident & Request Management

  • Receive, log, and prioritize support tickets.
  • Ensure timely resolution of incidents or escalate to higher support levels when required.

System Maintenance & Upgrades

  • Install, configure, and update operating systems, software applications, and device drivers.
  • Perform regular hardware maintenance, upgrades, and replacement of faulty components.

User Support & Training

  • Support end-users with day-to-day IT issues.
  • Provide user guidance and basic training for applications and tools.

Documentation & Reporting

  • Maintain accurate records of incidents, resolutions, and IT assets.
  • Create and update knowledge base articles and user guides.

Security & Compliance

  • Ensure compliance with organizational IT security policies.
  • Apply necessary patches, updates, and antivirus measures across systems.

Collaboration & Stakeholder Management

  • Work closely with internal IT teams and other departments to resolve cross-functional issues.
  • Support VIP users, senior leadership, and board meetings with reliable and prompt assistance.

Continuous Improvement

  • Identify recurring issues and recommend process enhancements to improve efficiency and service quality.

Key Skills and Attributes

  • Strong
    communication skills
    , capable of confidently interacting with senior leadership.
  • Excellent
    stakeholder management
    and coordination abilities.
  • Proactive, dependable, and hands-on
    approach to problem-solving.
  • Awareness of
    AI tools, IT security practices
    , and proficiency in
    MS Office Suite (especially Outlook)
    .

Qualifications & Requirements

  • Education:
    Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
  • Experience:
    4–10 years of experience in IT support, with expertise in desktop/laptop troubleshooting.
  • Technical Proficiency:
  • Windows and macOS operating systems
  • Microsoft Office Suite
  • Remote desktop tools and helpdesk systems
  • Common desktop/laptop hardware components
  • Certifications (Preferred):
    CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.
  • Soft Skills:
    Strong analytical ability, excellent customer service orientation, and team collaboration skills.

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