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
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.