Service Desk Engineer

Accel It Services; Dadri; On-site; INR 350,000 - 550,000; Full time

Job summary

Accel It Services in Noida is seeking an experienced Service Desk Engineer – L2 to deliver advanced technical support for desktops, laptops, OS, and applications. You will resolve incidents and service requests, troubleshoot network and VPN issues, and ensure adherence to SLA/TAT.

The role requires strong knowledge of Windows OS, Office 365, AD, DNS, DHCP, VPN, and ITSM ticketing tools. You will document resolutions and collaborate with L3 teams while providing onsite/remote support as needed.

Qualifications

• Graduate or Diploma in IT, Computer Science or related field.
• Knowledge of Windows OS and Microsoft Office 365.
• Experience with IT support and incident management.

Responsibilities

• Provide L2 technical support for desktop, laptop, OS and application issues.
• Troubleshoot Windows, MS Office, hardware and software issues.
• Handle incidents and service requests via ITSM/ticketing tool.
• Troubleshoot network connectivity, LAN/Wi-Fi, VPN and basic TCP/IP issues.
• Install, configure and troubleshoot desktops, laptops, printers and peripherals.
• Perform user account, password and access-related troubleshooting.
• Monitor and resolve escalated tickets within SLA.
• Coordinate with L3 teams, application teams and vendors for complex issues.
• Maintain documentation of incidents, resolutions and activities.
• Support IT asset management and updated asset records.
• Provide onsite/remote support as required.

Skills

Windows OS

Microsoft Office 365

Hardware

Networking

Active Directory

DNS

DHCP

VPN

ITSM

Incident Management

Communication

Education

Graduate/Diploma in IT or CS

Tools

ITSM tools

Job description

Job Title: Service Desk Engineer L2

Location: Noida
Experience: 37 Years
Employment Type: Full-Time

Job Summary

We are looking for an experienced Service Desk Engineer – L2 to provide advanced technical support to users and ensure timely resolution of IT incidents and service requests.

Key Responsibilities

• Provide L2 technical support for desktop, laptop, OS and application-related issues.
• Troubleshoot Windows, MS Office, hardware and software issues.
• Handle incident and service requests through the ITSM/ticketing tool.
• Troubleshoot network connectivity, LAN/Wi-Fi, VPN and basic TCP/IP issues.
• Install, configure and troubleshoot desktops, laptops, printers and peripherals.
• Perform user account, password and access-related troubleshooting.
• Monitor and resolve escalated tickets within defined SLA.
• Coordinate with L3 teams, application teams and vendors for complex issues.
• Maintain proper documentation of incidents, resolutions and technical activities.
• Support IT asset management and maintain updated asset records.
• Provide onsite/remote support as required.

Required Skills

• Strong knowledge of Windows OS and Microsoft Office 365.
• Good understanding of hardware, networking and troubleshooting.
• Knowledge of Active Directory, DNS, DHCP and VPN.
• Experience with ITSM/ticketing tools.
• Good incident management and troubleshooting skills.
• Strong communication and customer-handling skills.
• Ability to work independently and meet SLA/TAT requirements.

Qualification

• Graduate/Diploma in IT, Computer Science or a related field.
• Relevant IT support certifications will be an added advantage.

Key Competencies:

Technical Troubleshooting | ITSM | Incident Management | Customer Support | SLA Management | Hardware & Networking | Problem Solving