Service Desk Analyst – L2

Carrerlift; India; Hybrid; INR 400,000 - 700,000; Full time

Job summary

Carrerlift is seeking a capable IT support engineer to provide second-level technical assistance, handling escalations, diagnosing Windows and Linux environments, and coordinating with vendors. You will manage a diverse ticket queue, document resolutions, and contribute to a knowledge base while communicating clearly with users.

The role includes remote and on-site support as needed, with a focus on reliability, accuracy, and efficient problem-solving in a fast-paced IT environment in India.

Qualifications

• Experience handling second-level technical support escalations.
• Ability to troubleshoot Windows and Linux environments and related hardware and networks.
• Excellent written and verbal communication for non-technical users.
• Familiarity with common ITSM/ticketing workflows and documentation practices.

Responsibilities

• Provide second-level technical support to end-users and resolve escalated issues.
• Troubleshoot hardware, software, and network problems using diagnostic tools.
• Document incidents, resolutions, and workarounds in the ticketing system for knowledge base.
• Collaborate with other support teams and vendors to resolve critical issues.
• Explain technical solutions clearly to users and maintain professionalism.

Skills

Windows

Linux

Networking basics

TCP/IP

DNS

DHCP

Ticketing systems

ITSM tools

Communication

Problem-solving

Tools

Ticketing system

ITSM tools

Job description

Batch: 2023/2024/2025/2026.

About the role:

• Provide second-level technical support to end-users, handling escalations from first-line teams and complex issues requiring deeper investigation
• Troubleshoot hardware, software, and network-related problems using diagnostic tools and established protocols
• Document all incidents, resolutions, and workarounds in the ticketing system to build a knowledge base for future reference
• Collaborate with other support teams and vendors to resolve critical issues and minimize downtime
• Respond to user requests with professionalism and patience, explaining technical solutions in clear language

What you'll work on:

• Managing a queue of technical tickets and prioritizing work based on severity and business impact
• Investigating root causes of recurring problems and suggesting preventive measures
• Updating and maintaining documentation for common issues and their solutions
• Assisting with remote and on-site support as needed

What we're looking for:

• Strong troubleshooting skills across Windows and Linux operating systems
• Knowledge of networking basics, including TCP/IP, DNS, and DHCP
• Experience with ticketing systems and IT service management tools
• Ability to communicate technical information to non-technical users
• Problem-solving mindset with attention to detail and accuracy