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 [email protected]

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