L2 & L3 Service Desk Engineer
Hyderabad, Telangana, India · Full Time
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- Experience
- 4–8 yrs
- Salary
- —
- Openings
- 1
- Posted
- 5 days ago
- Work mode
- In office
- Education
- Any Graduate
- Eligibility
- Applicants must be graduates eligible to work in Hyderabad or Pune and capable of working onsite in rotational shifts.
- Resume
- Required to apply
Where you'll work
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Job description
Company Overview
ITC Infotech India Ltd. is a SEI CMM Level 5 certified software services and solutions provider. Backed by ITC's strong business foundations, the company delivers innovative and cost-efficient business-friendly solutions globally. The verticals include Manufacturing, CPG & Retail, Hospitality & Travel, and Financial Services.
Job Location & Schedule
This position is based in Hyderabad or Pune with a requirement to work from office five days a week. The role follows a rotational shift schedule.
Role Summary
We are seeking experienced L2 & L3 Service Desk Engineers to provide advanced technical support. Candidates must have between 4 and 8 years of relevant experience and be ready to join immediately or at the earliest possible date. In-person interviews will be conducted, and applicants must be located in Hyderabad or Pune for the interview process.
Key Responsibilities
- Deliver L2 and L3 support for user incidents and service requests.
- Diagnose and resolve issues affecting Windows, Mac OS, Microsoft 365 applications, Active Directory, networking, and Microsoft Intune.
- Administer user account management tasks including permissions and access control.
- Manage incident, change, problem, and service request processes in alignment with ITIL methodologies.
- Maintain strict adherence to Service Level Agreements while handling tickets.
- Assist enterprise users effectively in a dynamic and fast-moving environment.
- Develop and maintain technical documentation and knowledge base articles.
- Collaborate closely with internal technical teams to escalate and resolve complex problems.
Essential Qualifications and Skills
- 4 to 8 years of professional experience in service desk or IT support roles.
- Proficient in Active Directory administration and Microsoft 365 support including Outlook, Teams, OneDrive, SharePoint, and Exchange Online.
- Strong grasp of networking concepts such as DNS, DHCP, VPN, and TCP/IP.
- Experienced in using IT service management platforms like ServiceNow, Jira, Remedy, Freshservice, or similar.
- Competent in hardware and software troubleshooting.
- Familiar with SLA management and effective ticket resolution.
Preferred Attributes
- Excellent communication abilities.
- Strong problem-solving and diagnostic skills.
Additional Information
- Candidates should be open to rotational shifts.
- Immediate joiners are preferred.
Minimum education
Bachelor's Degree