IT Support Engineer – Level 2 (L2)

About ProcDNA

ProcDNA is a global rocket ship in life sciences consulting. We fuse design thinking with cutting-edge tech to create game-changing Commercial Analytics and Technology solutions for our clients. We&aposre a passionate team of 200+ across 6 offices, all growing and learning together since our launch during the pandemic. Here, you won&apost be stuck in a cubicle - you&aposll be out in the open water, shaping the future with brilliant minds. Ready to join our epic growth journey

What We Are Looking For

We are looking for a skilled and proactive L2 IT Support Engineer to join our team. The ideal candidate will have solid experience in handling end-user support, troubleshooting Microsoft 365 applications, managing IT infrastructure readiness, and maintaining asset inventory. This role requires a strong sense of ownership and the ability to resolve more complex technical issues escalated from L1 support.

Key Responsibilities

• Handle escalated support tickets from engineers and ensure timely resolution.
• Provide advanced troubleshooting and support for the Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive, etc.).
• Support IT infrastructure readiness for new deployments, relocations, and upgrades.
• Deliver day-to-day end-user support, including hardware / software issues and system access.
• Maintain and manage asset inventory records and ensure data accuracy.
• Prepare and manage Excel-based reports for asset tracking, support metrics, and performance analysis.
• Collaborate with cross-functional teams to ensure seamless IT service delivery.
• Document solutions and contribute to the knowledge base for recurring issues.
• Comfortable working in rotational shifts to support business operations.
• Willing to extend shifts as per business needs and critical support requirements

Required Skills & Qualifications

Preferred Qualifications

Skills : it support,troubleshooting,communication,excel,microsoft 365,microsoft applications,asset inventory management,problem-solving,it infrastructure,ticketing tools

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Skills Required

Ticketing Tools, It Infrastructure, Microsoft Excel