Role & responsibilities

Key Responsibilities

- Provide L2 technical support for hardware, software, application, and system-related issues.

- Troubleshoot and resolve issues escalated from the L1 support team.

- Install, configure, and troubleshoot Windows operating systems, applications, printers, and peripherals.

- Handle user issues related to laptops/desktops, network connectivity, email, VPN, and basic system access.

- Perform basic troubleshooting of LAN/WAN, TCP/IP, DNS, DHCP, and Wi-Fi issues.

- Monitor and manage incidents, service requests, and problems using ticketing tools.

- Analyze recurring issues and identify possible root causes.

- Escalate complex issues to L3 teams or relevant technical teams when required.

- Maintain proper documentation of incidents, solutions, and troubleshooting procedures.

- Assist with system upgrades, software installations, patches, and configuration activities.

- Ensure incidents are resolved within defined SLA timelines.





- Provide professional and courteous support to end users.

Required Skills

- Positive hands-on knowledge of computers, Windows OS, MS Office, hardware and software troubleshooting.

- Good understanding of basic networking concepts.

- Experience with ticketing/helpdesk tools.

- Good analytical and troubleshooting skills.

- Strong verbal and written communication skills.

- Good customer-handling and interpersonal skills.

- Ability to work independently as well as with a technical team.

- Willingness to work in shifts, if required.

Preferred Skills

- Experience with Active Directory, Office 365/Microsoft 365, VPN, Remote Desktop, and basic server troubleshooting.

- ITIL knowledge or certification would be an advantage.

- Experience working in an IT helpdesk/service desk environment.

📌 Support-Jamshedpur
🏢 Roitech Consulting
📍 Jamshedpur