L2 Support Engineer

3 days ago

Gurgaon, Haryana, India Procdna Analytics Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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're a passionate team of 200+ across 6 offices, all growing and learning together since our launch during the pandemic. Here, you won't be stuck in a cubicle - you'll 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.

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