Job Title: Level2 Technical Support Executive (Proxy Server, Ping, RDP)

Job Responsibilities

Provides proactive user helpdesk services to inbound customer service requests. Diagnoses and resolves hardware and software issues, performs software distribution, creates and updates tickets to reflect changes and works with customers to ensure appropriate levels of engagement and communication. Uses available tools and resources, including remote tools, to accomplish tasks.

Responsibilities

- Receives incident / service requests from call acceptance and/or level 1 agents and from atomized incidents.
- Provides Level2 technical support to address more complex / difficult service issues.
- Performs technical analysis of specific incidents and service requests, including check of ticket history.
- Leverages the corporate knowledge base, log files and journal data to analyze failures and guide customers through incident resolutions steps, including through remote access of the customer environment.
- When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision.
- Gathers recurring / systemic failure information and develops reports for management.
- Provides hardware and software training and advice for less experienced team members.

Required Skills

- 2-6 years of relevant Hands on Level2 Service Desk / Technical Support experience.





- Basic knowledge of:
- SQL, Powershell Scripting, Ping command, RDP, Jump Servers.
- Hands on Experience in PowerShell, Command Prompt (CMD)

- Computer Hardware Components
- Strong troubleshooting and analytical skills.
- Have worked in Migration and Deployment Projects.
- Hands on Experience on Jump Server Concepts
- Should have exposure working with Global Clients, Retail Domain.
- Excellent communication skills in local language and English (written and verbal).

Robust understanding of:

- DNS, DHCP, TCP/IP fundamentals
- Proxy Servers, VPN connectivity
- IP conflict troubleshooting
- Remote Support & Infrastructure
- Remote Desktop Protocol (RDP)
- Jump Server concepts
- Remote Support Tools
- Basic Server Connectivity Troubleshooting
- Scripting & Command Line
- PowerShell basics
- CMD commands
- Automation/Scripting fundamentals
- Basic SQL knowledge
- Hardware Support
- Desktop/Laptop hardware troubleshooting
- SCCM, SCOM

Qualifications

- Graduate degree or equivalent work experience.
- 2-6 years of relevant experience in Service Desk Support or Technical Support.
- Should have exposure working with Global Clients, Retail Domain.
- Freshers are not considered for the role.
- Needs to work in 24/7 Rotational Shift.
- 5Days Work From Office Model.

Interested Candidates can share resume on [email protected]

📌 Level2 Technical Support (RDP,Proxy Server,Ping) (Hyderabad)
🏢 Diebold
📍 Hyderabad