Helpdesk L2 Support

4 hours ago

Navi Mumbai, Maharashtra, India Amsys It Services Full time ₹ 2,50,000 - ₹ 7,50,000 per year

Key Responsibilities:

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.
  • Ensure that all technical issues are resolved with a focus on quality, efficiency, and minimal disruption to clients.

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.

Cloud Infrastructure & Security Awareness:

  • Assist clients with cloud-based infrastructure support, including Azure, AWS, and cloud environments.
  • Ensure client devices are configured securely, implementing security best practices in coordination with SOC teams.

Qualifications & Skills:

  • 3-5 years of experience in Helpdesk L2 Support, including 24x7 NOC, SOC, or IT support.
  • Strong experience troubleshooting and maintaining Windows, Mac OS environments, including hardware, software, and network configurations.
  • Advanced skills in Office 365 configuration and troubleshooting (Exchange, Teams, OneDrive, SharePoint).
  • Proficient in troubleshooting remote support tools (e.g., RDP, AnyDesk, TeamViewer).
  • Solid L1 to L2 support skills, including device troubleshooting, software installation, patching, and configuration.
  • Strong experience in ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).
  • Familiarity with cloud platforms like Azure, AWS, and knowledge of cloud infrastructure is a plus.
  • Ability to plan and execute maintenance activities, ensuring minimal disruption to client operations.
  • Excellent documentation skills, with attention to detail in creating clear and structured records.

Preferred Certifications:

  • CompTIA A+, Network+, or Security+
  • Microsoft Certified: Modern Desktop Administrator Associate
  • AWS Certified Solutions Architect (or similar)
  • Azure Administrator certification (preferred)
  • ITIL Foundation

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