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Job Title: Level 2 Technical Support Executive (Desktop Support)Position Overview
We are looking for a customer-focused and technically proficient Level 2 Technical Support Executive to join our IT Support team. The ideal candidate will provide advanced technical assistance for Windows desktops, laptops, email systems, printers, and end-user applications. This role requires strong troubleshooting skills, logical problem-solving, and the ability to support users with varying levels of technical expertise while ensuring a high standard of customer service.
Key Responsibilities
- Provide Level 2 technical support for Windows desktops and laptops, including hardware and software troubleshooting.
- Configure, troubleshoot, and support Microsoft Outlook, Exchange, IMAP, and mobile email accounts.
- Diagnose and resolve complex technical issues using analytical and critical thinking skills.
- Deliver remote and onsite technical support to end-users.
- Assist non-technical users with patience, professionalism, and clear communication.
- Install, configure, and troubleshoot network printers and print servers.
- Record incidents, troubleshooting activities, and resolutions in the IT ticketing system.
- Collaborate with internal IT teams to resolve recurring or system-wide technical issues.
- Ensure compliance with organizational IT policies, security standards, and operational procedures.
- Meet service level agreements (SLAs) while maintaining high customer satisfaction.
Required Skills & Qualifications
- Minimum 1 year of experience in IT Desktop Support or a Level 2 Technical Support role.
- Strong knowledge of Windows 10 & Windows 11 operating systems.
- Hands-on experience with Microsoft Office Suite and common desktop applications.
- Experience configuring and troubleshooting Microsoft Outlook, Exchange, IMAP, and POP3 email services.
- Good understanding of printer installation, network printer configuration, print server management, and troubleshooting.
- Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN, and remote desktop tools.
- Excellent analytical, troubleshooting, and problem-solving skills.
- Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Ability to prioritize multiple tasks and perform effectively in a fast-paced support environment.
Preferred Qualifications
- Diploma/Bachelor's degree in Computer Science, Information Technology, or a related field.
- Relevant certifications such as CompTIA A+, Microsoft Certified, or ITIL Foundation are an added advantage.
- Experience working with ITSM or ticketing tools (ServiceNow, Jira, Freshservice, Zendesk, etc.) is preferred.
Key Competencies
- Customer Service Orientation
- Technical Troubleshooting
- Critical Thinking
- Communication Skills
- Time Management
- Team Collaboration
- Attention to Detail
- Problem Solving
- Adaptability
Pay: ₹20,825.67 - ₹37,328.38 per month
Benefits:
- Commuter assistance
- Food provided
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
