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 qualified 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.
Positive 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 (India)
🏢 Roitech Consulting
📍 India