Helpdesk Engineer – Level 2

Helpdesk Engineer – Level 2

Helpdesk Engineer – Level 2

Experience : 4-5  years of experience in Desktop side support.

Shift Time – Rotational Shift

Location – Shillong

Job Description

  • Support overall IT Operations and work on all escalated tickets
  • Support VIP users and Initial troubleshooting on P1 incidents
  • Address P2 and P3 user tickets regarding hardware, desktop software.
  • Conduct remote troubleshooting Diagnose and resolve technical issues.
  • Installation and support end-user devices.
  • Create technical documentation and SOPs
  • Installing authorized software and ensuring patches and upgrades are applied on end-user devices
  • Tracking for all end user rollouts and provide regular update to leaders
  • Build packages and imaging for Windows OS and software distribution
  • Accountable for IT Inventory and Employee Clearance and Exit
  • Participates in the implementation and support of IT-related policies.
  • Periodically train Helpdesk Level 1 engineers
  • Maintain and update the Knowledge base for all existing incidents.
  • Participate in Major Incident Bridge and Problem, Change management calls.


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