Desktop Support Engineer Sr L1 and L2

Openview Technologies; Dadri; In loco; INR 300.000 - 420.000; Tempo pieno

Descrizione del lavoro

Openview Technologies Pvt. Ltd. is seeking L1, Sr L1 and L2 Desktop Support Engineers to manage desktop support, troubleshooting, OS installations, printer configuration, hardware support, and ticket management.

The L2 role provides advanced support, mentoring, and leadership within the IT team to ensure smooth desktop operations. Responsibilities include ticket management, advanced troubleshooting, end-user support, mentorship of L1 staff, system maintenance, documentation, and cross-team

Competenze

• Undergraduate or graduate degree in IT or related field.
• Certified IT qualifications (A+, Network+, MS) are advantageous.
• Strong problem-solving and communication skills required.

Mansioni

• Ticket Management: monitor tickets, assign and close per SLA; provide feedback on closed tickets.
• Advanced Troubleshooting: diagnose and resolve complex hardware, software, and network issues.
• User Support: assist end-users with technical issues while minimizing business disruption.
• Mentorship: guide L1 engineers to develop skills and knowledge.
• System Maintenance: install, configure, and maintain desktop/laptop systems and peripherals.
• Documentation: create and maintain troubleshooting guides and SOPs.
• Collaboration: work with other IT teams to ensure seamless operation of systems.

Conoscenze

Problem solving

Communication

Network protocols

Desktop OS knowledge

Windows OS

Mac OS

Formazione

Undergraduate/Graduate IT degree

Diploma in IT

CompTIA A+

Network+

Microsoft Certified

Strumenti

ServiceNow

Descrizione del lavoro

Need L1, Sr L1 and L2 Desktop support Enggs

Role Overview:

A L1 Support Engineer is responsible for all Level 1 activities of Desktop Support, Troubleshooting, OS installations, Printer configuration, Hardware support, Tickets management, Calls management etc. Escalating tickets to Sr L1.

A L2 Desktop Support Engineer is responsible for providing advanced technical support and leadership within the IT support team. This role involves troubleshooting complex hardware, software, and network issues, mentoring junior staff, and ensuring the smooth operation of desktop systems.

Key Responsibilities L2:

• Ticket Management: Monitoring ticketing tool (preferred ServiceNow ticketing tool) for tickets assignment, timely closure as per defined SLA. Capture feedback on closed tickets.
• Advanced Troubleshooting: Diagnose and resolve complex technical issues related to hardware, software, and network systems.
• User Support: Assist end-users with technical issues, provide high-quality customer service and ensure minimal disruption to business operations.
• Mentorship: Provide guidance and support to L1 desktop support engineers, helping them to develop their skills and knowledge.
• System Maintenance: Installation, configuration, and maintenance of desktop/laptop systems and peripheral equipment.
• Documentation: Develop and maintain technical documentation, including troubleshooting guides and standard operating procedures.
• Collaboration: Work closely with other IT teams to ensure seamless integration and operation of systems.

Requirements:

• Working Environment: Flexible to work in rotational shift of 24*7, 9.5 hours/day, 6 days a week. Able to commute self as per shift timings.
• Experience: Minimum relevant Experience of 12-24 months.
• Qualifications:
• Education: Undergraduate/Graduate or any Degree/Diploma related to IT field
• Certifications: Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified.
• Skills: Strong problem-solving abilities, strong communication skills, and good understanding of desktop operating systems and network protocols. Basic knowledge of Windows and Mac OS environments.