System Engineer - Service Desk - L1

RVS iGlobal - White Label Service Provider

Jammu district

On-site

INR 800,000 - 1,200,000

Full time

5 days ago

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Benefits offered by this job

Competitive salary

Annual bonus

Provident Fund

Employees State Insurance Corporation

Medical Insurance

Night allowances

Pick and Drop facilities (Jammu Office

Team Lunches

Maternity/Paternity leaves

Retirement benefits

Paid time off

Flexible work schedules

Job summary

RVS iGlobal - White Label Service Provider on-site in Jammu is seeking a Senior IT System Engineer with 4+ years of experience to join our Managed Services team. You will handle escalations, troubleshoot complex IT issues, and ensure high availability of client environments using Microsoft technologies, networking, virtualization and backup systems.

Responsibilities include delivering 2nd line support, diagnosing issues, maintaining SLAs, and mentoring 1st Line staff.

Qualifications

Proven experience in 2nd line IT support and issue resolution.
Strong knowledge of Microsoft technologies, networking, virtualization and backup systems.
Ability to manage SLAs, prioritise tasks and communicate clearly with clients.

Responsibilities

Deliver 2nd line technical support across diverse client environments.
Diagnose and resolve complex IT issues escalated from 1st Line.
Maintain clear, timely communication with customers throughout incidents.
Escalate to 3rd line as needed and coordinate with IT teams for resolution.

Skills

Communication

Troubleshooting

Customer support

SLA adherence

Training others

Escalation management

Tools

Halo PSA

Datto RMM

Backupify

Microsoft 365

Azure Virtual Desktop

Sage Accounts

CCH

Job description

Job Description:

Job Title: Senior IT System Engineer

Employment Type: Full-time
Work Mode: On-site
Total Experience: 4+ years
Job Location: Jammu / Gurugram
Industry: IT / Managed Services

RVS iGlobal is looking for a skilled and proactive L2 Support Engineer to join our Managed Services team. The candidate will be responsible for handling escalations from L1 support, troubleshooting complex IT issues, and ensuring high availability and performance of client environments. The role requires strong technical expertise across Microsoft technologies, networking, virtualization, and backup systems.

Requirements

Key Responsibilities:

Demonstrate strong communication and analytical skills to effectively troubleshoot technical issues.
Proactive and enthusiastic learner with a genuine passion for supporting users.
Communicate confidently across multiple channels including phone, email, and in-person interactions.
Possesses solid organisational skills with the ability to manage and prioritise tasks efficiently.
Committed to meeting service level agreements (SLAs), including response times, resolution targets, and achieving first-time fixes.
Shows a willingness to pursue relevant certifications and accreditations to support ongoing professional development.

Main Duties and Responsibilities

Deliver 2nd Line technical support across diverse client environments through the helpdesk platform.
Effectively manage incoming service requests, accurately diagnose issues, and ensure prompt resolution.
Uphold exceptional standards of customer service and maintain clear, consistent communication throughout all support interactions.
Diagnose and resolve more complex IT issues escalated from 1st Line.
Collaborate closely with 3rd Line Engineers and the broader IT team to ensure smooth issue resolution and appropriate escalation.
Foster strong client relationships by delivering timely, professional support that meets their IT requirements.
Ensure issues are fully resolved without adverse impact on other systems.
Provide guidance and training to 1st Line Engineers.
Ensure timely and appropriate escalation of tickets.
Log and update tickets with detailed notes and time entries in Halo PSA.
Create and maintain knowledge base articles.
Maintain a high standard of professionalism in all interactions.
Act as a point of escalation for customer concerns.
Pursue certifications and deepen technical expertise.
Upskill in key accountancy applications such as Sage Accounts and CCH.

Tools and Technologies:

Halo PSA (Ticketing System)
Datto RMM (Remote Monitoring and Management)
Backupify (Backup Management)
Microsoft 365 and AVD
Accountancy Applications (e.g., Sage Accounts, CCH)

Additional Responsibilities

Participate in the out-of-hours (OOH) rota (2-3 times per year on average)
Support application updates/upgrades during OOH periods as required
Highlight Priority 1 or Priority 2 incidents (including security incidents) as early as possible

Benefits