Job description:

Job Description : Deskside Service Engineer L2\\r\\n \\r\\n#### Job Overview:\\r\\nA Deskside Service Engineer L2 is responsible for providing advanced technical support and troubleshooting for end-users within an organization. This role involves resolving hardware, software, and network issues that have been escalated from Level 1 support. The engineer ensures the smooth operation of IT systems and services, contributing to optimal productivity and efficiency.\\r\\n \\r\\n#### Key Responsibilities:\\r\\n- Technical Support: Provide advanced troubleshooting and resolution for hardware, software, and network issues.\\r\\n- Incident Management: Handle and resolve incidents escalated from Level 1 support, ensuring timely and effective solutions.\\r\\n- Service Requests: Fulfill service requests related to installations, configurations, and upgrades of IT equipment and software.\\r\\n- User Support: Assist end-users with technical issues, providing clear and effective communication and support.\\r\\n- System Maintenance: Perform routine maintenance tasks, such as software updates, patches, and backups.\\r\\n- Asset Management: Manage IT assets, including inventory tracking and documentation.\\r\\n- Collaboration: Work closely with other IT teams and departments to ensure comprehensive support and seamless IT operations.\\r\\n- Documentation: Maintain accurate and up-to-date documentation of incidents, solutions, and procedures.\\r\\n- Training: Provide guidance and training to end-users on best practices and effective use of IT resources.\\r\\n \\r\\n#### Required Skills and Qualifications:\\r\\n- Technical Expertise: Proficient in troubleshooting hardware, software, and network issues. Familiarity with operating systems (Windows, macOS, Linux) and common business applications.\\r\\n- Experience: Previous experience in a technical support role, with a strong understanding of IT support processes and tools.\\r\\n- Communication: Excellent verbal and written communication skills. Ability to explain technical issues to non-technical users.\\r\\n- Problem-Solving: Strong analytical and problem-solving skills. Ability to diagnose and resolve complex technical issues.\\r\\n- Customer Service: High level of customer service orientation. Ability to handle end-user issues with patience and professionalism.\\r\\n- Team Player: Ability to work collaboratively within a team and across departments.\\r\\n- Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, ITIL Foundation) are preferred.\\r\\n \\r\\n#### Educational Requirements:\\r\\n- Degree: A bachelor s degree in Information Technology, Computer Science, or a related field is preferred. Equivalent work experience may be considered.\\r\\n #### Work Environment:\\r\\n- Location: Typically based in an office environment but may require travel to different sites.\\r\\n- Hours: Standard business hours, with occasional on-call or after-hours support as needed.\\r\\n\\r\\n

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases