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.