L2 Engineer jobs in Ahmedabad, Gujarat

Role Details:

Job Title: ICT Helpdesk Support Engineer

Location: Ahmedabad

Experience: 5 to 10 Years

Employment Type: Full-Time (24x7 Shift Environment)

JOB DESCRIPTION

Position

IT Support Engineer / IT Helpdesk Executive

Job Summary

The IT Support Engineer is responsible for providing first-level technical support to end users by installing, configuring, maintaining, and troubleshooting IT hardware, software, Microsoft 365 applications, and network-related issues. The role ensures smooth IT operations, timely incident resolution, system security, and excellent user support in a 24x7 operational environment.

Educational Qualification

• Diploma or Bachelor's Degree in IT, Computer Science, Electronics, or related field.
• Graduates with relevant ICT experience may also be considered.
• Microsoft, CompTIA, ITIL, or CCNA certifications will be an added advantage.

Experience

• 5–10 years of experience in IT Helpdesk/Desktop Support or End User Support.
• Experience in Microsoft 365, LAN/WAN, VPN, Wi-Fi, and ticketing systems preferred.

Key Responsibilities

• Provide first-level technical support for desktops, laptops, printers, and peripheral devices.
• Install, configure, and troubleshoot operating systems, software applications, and Microsoft 365 services (Outlook, Teams, SharePoint, OneDrive, Exchange).
• Resolve hardware, software, network, VPN, Wi-Fi, and user account issues within defined SLAs.
• Support LAN/WAN connectivity, meeting room AV systems, and video conferencing tools.
• Maintain endpoint security, antivirus solutions, software updates, and compliance with IT security policies.
• Manage IT assets, maintain documentation, and update incident records.
• Assist users through phone, email, remote support, and onsite visits while ensuring high customer satisfaction.
• Coordinate with internal teams or vendors for issue escalation and resolution.

Key Skills & Competencies

• Strong troubleshooting skills in hardware, software, networking, and Microsoft 365.
• Good understanding of Windows OS, Active Directory, LAN/WAN, VPN, and endpoint security.
• Excellent communication, analytical, and problem-solving skills.
• Ability to prioritize multiple tasks, work independently, and perform effectively in a 24x7 shift environment.
• Team player with a customer-focused attitude and strong documentation skills.

Key Result Areas (KRAs)

• Timely resolution of IT support tickets within SLA.
• High availability of end-user systems and IT services.
• Effective management of IT assets and documentation.
• Compliance with IT security policies and organizational standards.
• High end-user satisfaction through quality technical support.

Pay: Up to ₹600,000.00 per year

Work Location: In person