Job Title: Service Desk L2 Engineer

Location: Mumbai

Experience: 1–3 Years (Onsite)

Department: IT

Hire Type: Contract

Timing: Rotational Shifts

Job Summary

We are looking for a Service Desk L2 Engineer to provide technical support to end users by resolving hardware, software, and application-related issues. The role involves handling incidents and service requests, ensuring SLA compliance, and escalating unresolved issues to the appropriate teams.

Key Responsibilities

- Provide Level 2 support via calls, emails, chat, and service portal.
- Troubleshoot hardware, software, Windows, Office 365, Outlook, and basic network issues.
- Log, track, and resolve incidents using the ticketing system.
- Escalate complex issues and follow up until closure.
- Ensure SLA, TAT, and First Call Resolution targets are met.




- Maintain accurate documentation and knowledge articles.
- Deliver excellent customer service and recommend process improvements.

Required Skills

- Windows OS & Microsoft Office 365
- Active Directory (User Management)
- Outlook & Printer Support
- Basic Networking (TCP/IP, DNS, DHCP)
- ITSM/Ticketing Tools (ServiceNow, Remedy, Jira, etc.)
- Incident & Problem Management
- Excellent communication and customer support skills

Qualifications

- B.Sc./B.E./B.Tech or equivalent (IT preferred)
- 1–3 years of Service Desk/Technical Support experience
- ITIL Foundation certification is an added advantage

If interested, share your resume on [HIDDEN TEXT]

📌 Service DeskEngineer (1+ yrs experience) (Mumbai)
🏢 Lean IT
📍 Mumbai