Job Title        : IT Support and Helpdesk L2 Admin
Experience    : 3-5 Years
Location        : Bangalore

Description : 

Role Overview:

• The IT Support and Helpdesk L2 Admin is responsible for providing advanced technical support and troubleshooting for IT-related issues.
• This role involves handling escalated support requests, maintaining IT systems, and ensuring smooth operation of IT services.

Key Responsibilities:

Technical Support:

• Provide Level 2 support for hardware, software, and network issues1.
• Troubleshoot and resolve complex technical problems escalated from Level 1 support2.
• Assist with the installation, configuration, and maintenance of IT equipment and software1.

System Administration:

• Perform sysadmin activities such as scheduling overnight backups and maintaining system updates3.
• Manage user accounts, permissions, and access controls1.
• Ensure the security and integrity of IT systems through regular monitoring and updates1.

Incident and Problem Management:

• Document and track incidents and resolutions in the ticketing system3.
• Provide updates and maintain knowledge bases for common issues and solutions3.
• Collaborate with Level 3 support and other IT teams to resolve complex issues2.

Customer Service:

• Deliver excellent customer service by promptly addressing and resolving support requests1.
• Provide training and guidance to end-users on IT systems and best practices1.
• Communicate effectively with users to understand their needs and provide appropriate solutions1.

Continuous Improvement:

• Suggest and implement improvements in IT support processes and procedures4.
• Stay updated with the latest IT trends and technologies to enhance support capabilities4.

Qualifications:

• Proven experience in IT support or a similar role.
• Strong knowledge of IT systems, hardware, and software.
• Excellent problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team.
• Strong communication and customer service skills.