End User Support L2

7 days ago

Bengaluru, Karnataka, India NTT DATA Full time ₹ 5,00,000 - ₹ 7,00,000 per year

ability to work collaboratively with other IT teams. Education: Bachelor's degree in Computer Science, Information Technology, or related field (or Experience: 2-4 years in IT support or service desk roles, with at least 1 year in L2 support. Strong knowledge of Windows and macOS environments, Office 365, and common enterprise applications. Hands-on experience with Active Directory, Group Policy, and basic networking (TCP/IP, DNS, DHCP). Familiarity with ITSM tools (ServiceNow, Jira, etc.) and ticketing systems. Ability to work independently and prioritize tasks in a fast-paced environment. Certifications such as ITIL Foundation, Microsoft Certified: Modern Desktop Administrator, or CompTIA A+/Network+. Key Performance Indicators (KPIs): Ticket resolution time and SLA adherence. Customer satisfaction scores. Reduction in recurring incidents through root cause analysis Handle escalated tickets from L1 support and resolve complex technical issues related to hardware, software, and network connectivity. Provide remote and on-site support for desktops, laptops, printers, mobile devices, and peripherals. Troubleshoot and resolve issues with operating systems (Windows, macOS, Linux) and enterprise applications (Office 365, collaboration tools, etc.). Manage user accounts, permissions, and access in Active Directory and other identity management systems. Support VPN, remote access, and endpoint security solutions. Perform root cause analysis for recurring issues and recommend preventive measures. Document solutions, create knowledge base articles, and assist in training L1 support staff. Collaborate with infrastructure, network, and application teams for issue resolution. Ensure compliance with IT policies, security standards, and service level agreements (SLAs).

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