L1/L2 IT Service Desk Technician (ON-SITE)

EvenDepth Technologies LLP; Jaipur; On-site; USD 3,408 - 7,952; Full time

Job summary

An established industry player is looking for a motivated L1/L2 IT Service Desk Technician to join their dynamic team in Jaipur. This full-time, on-site role offers the opportunity to provide essential technical support to end-users, ensuring smooth business operations. The ideal candidate will have a strong background in IT support, excellent troubleshooting skills, and a passion for customer service. Join a forward-thinking company that values innovation and collaboration, and make a significant impact in the realm of IT support. If you're ready to take your career to the next level, this is the perfect opportunity for you!

Qualifications

• 1-3 years of hands-on experience in IT support.
• Strong knowledge of Windows, macOS, and networking.
• Excellent communication and problem-solving skills.

Responsibilities

• Provide hands-on technical support to end-users.
• Troubleshoot and resolve hardware, software, and network issues.
• Document issues and escalate unresolved tickets.

Skills

Troubleshooting

Customer Service

Problem-Solving

Communication

Windows

macOS

Active Directory

Office 365

Basic Networking

IT Ticketing Systems

Education

Bachelor's degree in IT or Computer Science

Tools

Autotask

HaloPSA

ServiceNow

Jira

Zendesk

Job description

L1/L2 IT Service Desk Technician (ON-SITE)

Jaipur, Rajasthan, India

Job Title: L1/L2 IT Service Desk Technician (ON-SITE, JAIPUR ONLY)

IMPORTANT - READ BEFORE APPLYING:

This is a full-time ON-SITE position based in Jaipur, Rajasthan.

Remote work is NOT available for this role.

Applicants must be currently located in Jaipur OR willing to relocate to Jaipur immediately.

Please apply ONLY if you can work from our Jaipur office. Applications not meeting this requirement will not be considered.

About EvenDepth Technologies LLP:

EvenDepth Technologies LLP is a global leader specializing in Cybersecurity, Managed Service Provider (MSSP) solutions, and DevOps support. We empower businesses worldwide with robust, scalable, and secure technology solutions. At EvenDepth, we foster a culture of innovation, collaboration, and continuous learning.

Job Description:

We are seeking a skilled and customer-focused L1/L2 IT Service Desk Technician to provide hands-on technical support to end-users. The ideal candidate will troubleshoot and resolve IT issues related to hardware, software, networks, and user access — ensuring minimal downtime and seamless business operations.

Level 1 (L1) Responsibilities:

1. Serve as the first point of contact for IT support requests (phone, email, ticketing system).
2. Troubleshoot and resolve basic hardware, software, and network issues.
3. Perform password resets, user account management, and permissions setup.
4. Install, configure, and update software applications.
5. Guide users through troubleshooting steps.
6. Document issues and solutions in the knowledge base.
7. Escalate unresolved issues to L2 support.

Level 2 (L2) Responsibilities:

1. Handle escalated support tickets requiring advanced troubleshooting.
2. Diagnose and resolve complex software, hardware, and network problems.
3. Configure and support enterprise applications, email systems, and cloud services.
4. Perform system updates, patches, and backups.
5. Support and maintain IT infrastructure (servers, routers, switches).
6. Collaborate with other IT teams to improve processes.
7. Provide remote and on-site technical support as needed.

Required Skills & Qualifications:

1. Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
2. 1–3 years of hands-on experience in an IT support role.
3. Strong knowledge of Windows and macOS.
4. Experience with Active Directory, Office 365, and basic networking.
5. Familiarity with IT ticketing systems (Autotask, HaloPSA, ServiceNow, Jira, Zendesk, etc.).
6. Strong troubleshooting and problem-solving skills.
7. Excellent communication and customer service skills.
8. Ability to work independently and in a collaborative team.

Preferred Qualifications:

1. Certifications like CompTIA A+, ITIL, or Microsoft.
2. Experience with remote desktop tools and virtualization technologies.
3. Scripting knowledge (PowerShell, Bash) is a plus.

Seniority level: Entry level

Employment type: Full-time