System Engineer - Service Desk - L2

Rvsiglobal; Jammu district, Gurgaon; On-site; INR 600,000 - 800,000; Full time

Benefits offered by this job

Annual Bonus

Provident Fund

ESIC (Employee's State Insurance)

Medical Insurance

Female transport (Jammu Office)

Team Lunches

Maternity/Paternity leave

Paid Time Off

Flexible schedules

On-site snacks

Job summary

RVS iGlobal seeks a Senior IT System Engineer to join our on-site Managed Services team in Jammu or Gurugram. You will handle 2nd line escalations, troubleshoot complex IT issues, and ensure high availability of client environments with Microsoft technologies, networking, and backup systems.

The role requires 4+ years of hands-on experience, strong communication, and a proactive approach. You will collaborate with 3rd line engineers and contribute to knowledge base development, while pursuing

Qualifications

• 4+ years of experience in IT support.
• Experience handling escalations from L1/L2.
• Strong knowledge of Microsoft technologies, networking, and backup systems.

Responsibilities

• Deliver 2nd line technical support across diverse client environments.
• Diagnose and resolve complex IT issues escalated from 1st Line.
• Maintain clear communication and professional client relations.
• Provide guidance and training to 1st Line Engineers.
• Log tickets with detailed notes in Halo PSA and update KBs.

Skills

Communication

Analytical skills

Proactive learner

Multi-channel

Organisational skills

SLA awareness

Certifications

Tools

Datto RMM

Backupify

Microsoft 365

AVD

Sage Accounts

CCH

Job description

Gurgaon and Jammu, India | Posted on 07/23/2026

RVS iGlobal is a White Label Tech support company providing technical support to mid-sized and large-sized IT businesses around the world 24x7x365. Our customers are generally Tech Providers, Managed Service Providers, IT Service Providers, Cloud Service Providers, and SAAS vendors around the globe.

We are abreast of the existing business model and capable of providing pure White Label Services with flexible pricing. We guarantee at least 50% cost savings without compromising service standards and quality. Our customers are spread across the USA from LA to New York, Europe from London to Frankfurt, and Asia from Dubai to Singapore. We are accoladed for providing world-class services to our clients from our Technical Operations center located in London and in India with top-notch infrastructure facilities such as high-speed internet, redundant power, and smart workspaces. Our team comprises highly trained certified professionals who are not only IT Engineers but also hold either MCITP, RHCE, or CCNA along with years of professional experience in the industry.

Our flexibility and our understanding of your business are the keys. We don’t have our SLAs. Our White Label Service means that we follow your business SLAs, standards, and procedures to provide seamless and smooth services to the end-users.

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:

• 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)
• Highlight Priority 1 or Priority 2 incidents (including security incidents) as early as possible
• Annual Bonus
• Provident Fund
• Employee's State Insurance Corporation
• Medical Insurance
• Pick and Drop facilities at Jammu Office (Only for Female Staff)
• Team Lunches
• Maternity/Paternity leaves
• Paid Time Off
• Flexible work schedules and workplace perks like on-site snacks
• Salary reviews are subject to annual performance/annual appraisal reviews