L2 Helpdesk Engineer

Category: Technology Location: SUMMARY The L2 HelpdeskEngineeris the first point of contact for end-users experiencing technicalissues. This role is crucial in providing timely and effective support andensuring minimal disruption to business operations. The successful candidatewill possess strong troubleshooting skills, excellent communication abilities,and a customer-centric approach. They will accurately log, prioritize, andresolve or escalate incidents and service requests according to establishedprocedures.JOB RESPONSIBILITIES IncidentManagement:Receive and log incidents and service requests via phone, email,ticketing system, and other communication channels. Perform initial troubleshooting to identify and resolve commonhardware, software, and network issues. Follow established procedures to document all interactions,troubleshooting steps, and resolutions in the ticketing system. Escalate complex or unresolved issues to Level 2 support or otherspecialized teams as needed. Monitor incident queues and ensure timely response and resolutionwithin defined service level agreements (SLAs). Provide clear and concisecommunication to end-users regarding the status of their requests. ServiceRequest Fulfillment:Process standard service requests, such as password resets, accountunlocks, software installations, and hardware setups. Follow documented procedures to fulfill service requests efficientlyand accurately. Ensure accurate inventorymanagement of hardware and software assets. KnowledgeManagement:Contribute to the development and maintenance of knowledge basearticles and troubleshooting guides. Stay up-to-date with current technologies and best practices. Share knowledge and bestpractices with other service desk team members. CustomerService:Provide excellent customer service by maintaining a professional andcourteous demeanor. Effectively communicate technical information to non-technicalusers. Manage customer expectations and ensure satisfaction with servicedelivery. Follow up with users to ensureissues are resolved to their satisfaction. Hardware/SoftwareSupport:Troubleshoot and resolve issues related to desktops, laptops,printers, mobile devices, and peripherals. Provide support for common operating systems (Windows, macOS),productivity applications (Microsoft 365, etc.), and other business-specificsoftware. Assist with the setup andconfiguration of new hardware and software. RequirementsQUALIFICATIONS ·At least 3 years of experience in a help desk role ·Windows 10/11 and ServerKnowledge: knowledge of Windows 10/11and server is non-negotiable for the role. ·CloudServices (Azure): Experience with cloudservices, specifically Azure, is preferred but not a strict requirement ·MSPEnvironment Experience: Experience working in aManaged Service Provider (MSP) environment ·DesktopSupport and Network Troubleshooting:Candidates should have an extensive background in desktop support and becapable of level 2 network troubleshooting. ·Ticketingtools: experience with anyticketing system, such as Auto Task, ServiceNow, or ConnectWise, would beacceptable. ·Strong understanding of basic IT concepts,including hardware, software, networking, and operating systems. ·Proficiency in troubleshooting common hardwareand software issues. ·Excellent communication, interpersonal, andcustomer service skills. ·Ability to work independently and as part of ateam. ·Strong problem-solving and analytical skills. ·Ability to prioritize and manage multiple taskseffectively. ·A+ or other relevant IT certifications are aplus. Skills: ·Operating Systems: Windows 10/11, MacOS ·Applications: Microsoft 365, common webbrowsers, and other business applications. ·Hardware: Desktop/Laptop troubleshooting,printer support, mobile device support. ·Networking: Basic understanding of TCP/IP, DNS,and network connectivity. ·Ticketing Systems: Experience with using andupdating ticket information. ·Customer Service: Excellent verbal and writtencommunication, active listening, and empathy. JOB REQUIREMENTS · Should be willing to accept a long-termwork-from-home arrangement. · Should be amenable to a permanent night shiftschedule. DetailsOriginally posted on Himalayas