Hiring: Level II Helpdesk / Technical Support Engineer (L2)

? Experience: 2–5 Years (Minimum 2 years in L1 Helpdesk Support)

? Shift:
Any 8.5-hour shift between
6:00 AM EST and 6:00 PM EST
(approximately
3:30 PM to 3:30 AM IST
)

? Week Offs:
Rotational

We are looking for a
Level II Helpdesk / Technical Support Engineer (L2)
to join our team. The ideal candidate should have robust troubleshooting skills, experience handling escalations, and a solid understanding of Windows environments, networking, and end-user support.

Key Responsibilities
- Resolve and manage escalated technical issues received via phone, email, and chat.
- Perform root cause analysis and ensure timely issue resolution.
- Troubleshoot Windows OS, networking, hardware, and software-related issues.
- Create and maintain knowledge base articles and technical documentation.




- Support software deployments and meet defined service level agreements (SLAs).
- Mentor and train Level 1 support analysts.
- Participate in software and hardware testing before production releases.
- Collaborate with cross-functional teams to improve support processes and customer experience.

Required Skills
- Minimum
2 years of experience
in Helpdesk/Service Desk/Technical Support (L1).
- Strong knowledge of
Windows OS
,
Active Directory
, networking concepts (TCP/IP, DNS, DHCP), and PC hardware.
- Experience with
troubleshooting and ticketing tools.
- Good understanding of Microsoft Office/Office 365.
- Excellent verbal and written communication skills.
- Ability to work effectively in a fast-paced support environment..

📌 Technical Support Engineer (Gurugram)
🏢 Impetus Career Consultants
📍 Gurugram