End User Support Engineer L2

Alorica; Bengaluru; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Alorica Inc. is seeking a Tier 3 IT Support specialist in Bengaluru to troubleshoot advanced IT issues across PCs, laptops, printers, and peripherals.

The role requires coordinating with network, server, and voice teams, plus remote troubleshooting of software suites like Office 365 and AD. On-call rotations and after-hours support may be required.

Qualifications

• 3+ years of IT support experience, including Level 3 troubleshooting.
• Experience troubleshooting PCs, laptops, monitors, printers, and peripherals.
• Strong knowledge of network basics and enterprise IT environments.

Responsibilities

• Tier 3 Level Chat Support with advanced IT issues.
• Troubleshoot complex PC/IT hardware and software problems remotely.
• Coordinate with network/server/voice teams and document root causes.

Skills

Troubleshooting

Advanced IT support

LAN/WAN concepts

Active Directory

Office 365

SCCM

Wireshark

DNS/DHCP

Firewall basics

VM/Remote support

Education

Bachelor’s degree in IT/CS

Relevant certifications

Tools

ServiceNow

SCCM

Office 365

VM tooling

Job description

Role & responsibilities

Key Job Responsibilities:

• Tier 3 Level Chat Support
• Must be able to troubleshoot advanced complexity IT issues with PCs, laptops, monitors, keyboards, mice, phones, printers
• Must be able to provide level 3 support and provide technical information back to network, server and voice teams as well as understand the basic function the device performs
• Advanced understanding ping, tracert, device status
• Basic understanding of what a firewall, core switch, distro switch, user access switch is and does & how they are connected
• Moderate understanding of DNS/DHCP, file shares, whitelists, blacklists, VLANs, wireshark, encryption
• Moderate understanding of AD OUs, GPOs, start menu redirect, PAC files, host files
• Advanced understanding of Wifi setup and troubleshooting
• Moderate understanding of cloud computing Avaya in the cloud, Office 365 in the cloud, Azure, MFA
• Must have basic project management capabilities
• Must be able to troubleshoot advanced complexity software issues remotely.
• Must have an understanding of how to use and troubleshoot Office 365, ServiceNow, SCCM, Active Directory, Windows 10
• Must ensure all PCs and laptops remain compliant with security, patch and antivirus updates
• Must be able to follow documented processes and procedures, but make suggestions for improvement if better ideas come to mind
• After hours/weekend/holiday support will be required for on call rotation, change request support and project request support

Preferred candidate profile

• Troubleshooting and determining root cause of various IT issues to resolution.
• Ability to handle multiple chats throughout the day and meet various SLA requirements.
• After hours support will be needed at times if long queue times and/or emergency outages.
• Provide leadership and training of junior technicians.
• Act as liaison with the business Site Director, Ops Manager, Team Leads - partnering IT with Operations
• Advanced skill level in troubleshooting of IT hardware and software with various IT solutions.
• Compliance to all required security, patching and antivirus updates
• Adherence to documented processes & procedures, as well as suggestions for improvement
• Basic project management skills