Job Description

Role - IT Support Engineer L2

Location - Ahmedabad, Near Panchvati cross road

Exp - 2+ years

Rotational shift

Hands on exp in providing Support to domestic and international users.

Skills Required -

Knowledge of Service Now ticketing or any other ticketing tool

Office 365 knowledge for preparing of reports and dashboards

Expert in Microsoft Window 10 and other Client level Operating System

Troubleshooting of Citrix XenApp/XenDesktop or VDI issues

Configuring & Troubleshooting MS Outlook

Install, upgrade, support and troubleshoot, Windows 10 or any higher OS and Microsoft Office, O365 , MFA and other authorized desktop applications

Strong technical aptitude, ability and troubleshooting skills to solve hardware and OS/Applications related issues

Rolls & Responsibilities :-

Address user tickets regarding workstation hardware, software, networking and Support Software Applications

Acknowledge and address all customer queries, requirements and needs with patience and empathy

Hardware/Application Break Fix - Laptops, Desktops, VOIP, timely coordination, resolution, communication

Asset Management and record keeping in Service Now

Office 365 knowledge for preparing of reports and dashboards

Escalate issues and involve experts wherever required to resolve issues as quickly as possible

Independently resolve tickets within agreed SLA of ticket volume and time





Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)

Direct unresolved issues to the next level of support personnel

User account administration, i.e., account creation or management and password resets, profile setup etc..

Vendor Management & Coordination

Conduct remote troubleshooting

Good Problem-solving skills & Ability to multitask

Able to work in 24*7 rotational shifts as per business need

Raise awareness on End User Technology Products & Troubleshoot related issues

Provide Hardware support - PCs, Laptops, Thin Clients, Mobile or Tablet

Focus on providing customers with best-in-class support experiences

Password resets, dbiOS, Remote Access etc..

Product Demo & Support Events, Provide guidance and training to customers on current technology and IT policies

Incident / request handling through Service now tool / ITSM

Deployment and decommissioning of new hardware

Handling BYOD / Personal devices

Knowledge article and Recent Submission request Process

Provide onsite hands-on technical support and insightful advice to customers

Educate customers on new technology and processes to enhance technology adaption

Manage customer expectations to enhance the overall IT support experience

If interested, pls share your resume at [email protected]

📌 Job Opening For IT Support Engineer - Ahmedabad
🏢 Team Computers
📍 Ahmedabad