Information Technology Support Engineer

SISL Global; Hyderabad; On-site; INR 460,000 - 650,000; Full time

Job summary

SISL Global seeks an L2 Desktop Support Technician to deliver advanced troubleshooting for end-users, desktop/laptop hardware and software, and connectivity issues in a fast-paced IT environment.

The role emphasizes root-cause analysis, proactive maintenance, and mentorship of junior staff, ensuring security compliance and high user satisfaction across Hyderabad and remote sites.

Qualifications

• Associate's or bachelor’s degree in IT/CS or related field, or equivalent work experience.
• 2-4 years of experience in a desktop support or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support

Responsibilities

• Provide Second-level technical support for desktop/laptop hardware, software, and peripheral issues.
• Install, configure, and maintain operating systems, software applications, and system updates.
• Perform root cause analysis to identify recurring technical problems and develop solutions.
• Troubleshoot Windows and Mac break/fix issues.
• Assist with network connectivity issues (LAN/WAN, Wi-Fi, VPN).
• Collaborate with IT team on projects, upgrades, implementations.
• Maintain records of work using the ticketing system.
• Provide remote support for users working remotely or in the field.
• Train and mentor junior technicians as needed.
• Ensure compliance with IT policies and security protocols.
• Perform routine maintenance and inspections of equipment.
• Build strong relationships with end users and ensure satisfaction.

Skills

Windows OS

MacOS

Problem-solving

Communication

Teamwork

Remote desktop tools

Education

Associate/Bachelor in IT/CS or equivalent

Tools

Active Directory

Group Policies

Office Suite

Remote Desktop Tools

Job description

The L2 Desktop Support Technician is responsible for providing advanced technical support and troubleshooting to end-users. This role involves addressing complex issues, maintaining hardware and software systems and ensuring optimal performance and user satisfaction.

Key Responsibilities:

• Provide Second-level technical support for desktop/laptop hardware, software, and peripheral issues.
• Install, configure, and maintain operating systems, software applications, and system updates.
• Perform root cause analysis to identify recurring technical problems and develop solutions.
• Excellent in troubleshooting break/fix issues of windows and mac computers
• Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
• Collaborate with IT team members on projects, upgrades, and implementations.
• Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system.
• Provide remote support and troubleshooting for users working from home or in the field.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols, and best practices.
• Perform routine maintenance and inspections to ensure optimal performance of equipment
• Build and maintain strong relationships with end users and ensure user satisfaction

Qualifications:

• Associate's or bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience.
• 2-4 years of experience in a desktop support or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Proficiency with Microsoft Office Suite and other common software applications.
• Experience with Active Directory, group policies, and user account management.
• Familiarity with remote desktop tools and support software.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support