System Engineer - Service Desk - L2

RVS iGlobal - White Label Service Provider

Jammu district

On-site

INR 800,000 - 1,400,000

Full time

14 days+

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Benefits offered by this job

Competitive salary

Annual Bonus

Provident Fund

Medical Insurance

Night Allowances

Pick and Drop facilities at Jammu офис

Team Lunches

Maternity/Paternity leaves

Retirement Benefits

Paid Time Off

Flexible work schedules and on-site sn

Flexible working

Annual appraisal

Job summary

RVS iGlobal is seeking a Senior IT System Engineer to join our on-site Managed Services team in Jammu/Gurugram. You will handle 2nd line escalations, diagnose and resolve complex IT issues, and ensure high availability across client environments.

The role emphasizes strong Microsoft technology knowledge, networking, virtualization, and backup systems, with opportunities for certifications and growth.

Qualifications

4+ years of IT/system engineering or L2 support experience.
Strong troubleshooting of complex IT issues across MS tech stack and networks.
Experience delivering high availability and performance in client environments.

Responsibilities

Deliver 2nd Line technical support across client environments.
Diagnose and resolve escalated issues from 1st Line.
Maintain clear communication with clients and track tickets in Halo PSA.

Skills

Microsoft technologies

Networking

Virtualization

Backup systems

Tools

Halo PSA

Datto RMM

Backupify

Microsoft 365

Azure Virtual Desktop

Sage Accounts

CCH

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