Job Title: ICT Helpdesk Support Engineer – L2
Location: Ahmedabad
Experience: 5–10 Years
Employment Type: Full-Time (24x7 Shift Environment)
Role Overview
We are seeking an experienced ICT Helpdesk Support Engineer (L2) to provide end-user support, troubleshoot IT issues, and ensure smooth functioning of IT systems and infrastructure. The role involves handling hardware, software, and network-related issues, supporting Microsoft 365 environments, and working in a 24x7 operational setup.
Key Responsibilities
- Provide L2 helpdesk support for end users across hardware, software, and network issues
- Install, configure, and troubleshoot desktops, laptops, printers, and IT devices
- Manage and maintain hardware inventory and perform regular system checks
- Support Windows/macOS operating systems and enterprise applications
- Provide support for Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Exchange)
- Assist in configuring MFA, DLP, and user account access controls
- Handle user requests via ticketing tools, calls, emails, and in-person support
- Troubleshoot LAN/WAN, Wi-Fi, VPN, and connectivity issues
- Ensure timely software updates, patches, and security fixes
- Install and manage antivirus and endpoint security tools
- Monitor and respond to security threats, malware, and incidents
- Maintain incident logs, documentation, and knowledge base
- Provide end-user training and guidance on systems and tools
- Coordinate with vendors and internal teams for issue resolution
- Ensure compliance with organizational IT and security policies
Required Skills & Expertise
Technical Skills
- Strong experience in IT Helpdesk / L2 Support
- Good knowledge of:
- Hardware troubleshooting (desktops, laptops, printers)
- Operating Systems (Windows, macOS)
- Networking basics (LAN/WAN, Wi-Fi, VPN)
- Microsoft 365 suite (Exchange, Teams, SharePoint, OneDrive)
- Familiarity with ticketing tools and incident management
- Basic understanding of:
- Security tools (antivirus, firewall, access control)
- Compliance standards (ISO, PCI, GDPR)
Educational Qualification
- Engineering / Diploma in IT, Electronics, or relevant field
- Graduate with strong ICT support experience
Soft Skills
- Strong problem-solving and analytical skills
- Good communication and user-handling ability
- Ability to prioritize and manage multiple tasks
- Customer-focused approach with empathy and professionalism
- Ability to work effectively in a team and shift environment
Work Environment
- 24x7 shift-based role
- High user interaction and fast-paced support environment
Exposure to enterprise IT systems and tools
Work Location: In person
