Need L1, Sr L1 and L2 Desktop support Enggs

Role Overview

A L1 Support Engineer is responsible for all Level 1 activities of Desktop Support, Troubleshooting, OS installations, Printer configuration, Hardware support, Tickets management, Calls management etc. Escalating tickets to Sr L1.

A L2 Desktop Support Engineer is responsible for providing advanced technical support and leadership within the IT support team. This role involves troubleshooting complex hardware, software, and network issues, mentoring junior staff, and ensuring the smooth operation of desktop systems.

Key Responsibilities L2

Ticket Management: Monitoring ticketing tool (preferred ServiceNow ticketing tool) for tickets assignment, timely closure as per defined SLA. Capture feedback on closed tickets.

Advanced Troubleshooting: Diagnose and resolve complex technical issues related to hardware, software, and network systems.

User Support: Assist end-users with technical issues, provide high-quality customer service and ensure minimal disruption to business operations.

Mentorship: Provide guidance and support to L1 desktop support engineers,



helping them to develop their skills and knowledge.

System Maintenance: Installation, configuration, and maintenance of desktop/laptop systems and peripheral equipment.

Documentation: Develop and maintain technical documentation, including troubleshooting guides and standard operating procedures.

Collaboration: Work closely with other IT teams to ensure seamless integration and operation of systems.

Requirements

Working Environment: Flexible to work in rotational shift of 24*7, 9.5 hours/day, 6 days a week. Able to commute self as per shift timings.

Experience: Minimum relevant Experience of 12-24 months.

Qualifications

Education: Undergraduate/Graduate or any Degree/Diploma related to IT field

Certifications: Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified.

Skills: Solid problem-solving abilities, strong communication skills, and good understanding of desktop operating systems and network protocols. Basic knowledge of Windows and Mac OS environments.

📌 Desktop Support Engineer Srand (Noida)
🏢 Openview Technologies
📍 Noida