Company : SA TECH
Job Profile : IT Support and Helpdesk L2 Admin
Location: Bangalore
Experience: 3.5 Years
Work Mode: Work from Office (WFO)
Work Days: 5 Days per Week

Role Overview: The IT Support and Helpdesk L2 Admin is responsible for providing advanced technical support and troubleshooting for IT-related issues. This role involves handling escalated support requests, maintaining IT systems, and ensuring smooth operation of IT services.

Key Responsibilities:

Technical Support:

o Provide Level 2 support for hardware, software, and network issues 1 .

o Troubleshoot and resolve complex technical problems escalated from Level 1 support 2 .

o Assist with the installation, configuration, and maintenance of IT equipment and software 1 .

System Administration:

o Perform sysadmin activities such as scheduling overnight backups and maintaining system updates 3 .

o Manage user accounts, permissions, and access controls 1 .

o Ensure the security and integrity of IT systems through regular monitoring and updates 1 .

Incident and Problem Management:





o Document and track incidents and resolutions in the ticketing system 3 .

o Provide updates and maintain knowledge bases for common issues and solutions 3 .

o Collaborate with Level 3 support and other IT teams to resolve complex issues 2 .

Customer Service:

o Deliver excellent customer service by promptly addressing and resolving support requests 1 .

o Provide training and guidance to end-users on IT systems and best practices 1 .

o Communicate effectively with users to understand their needs and provide appropriate solutions 1 .

Continuous Improvement:

o Suggest and implement improvements in IT support processes and procedures 4 .

o Stay updated with the latest IT trends and technologies to enhance support capabilities 4 .

Qualifications:
- Proven experience in IT support or a similar role.
- Solid knowledge of IT systems, hardware, and software.
- Excellent problem-solving and troubleshooting skills.
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📌 SA Tech (Bengaluru)
🏢 NextHire
📍 Bengaluru