L2 Technical Support EngineerVolto Consulting & Services • India
L2 Technical Support Engineer
Volto Consulting & Services • India
12 days ago
Job descriptionProvide full support for printers including network configuration and driver installation. Coordinate with printer vendors for installation, repair, and replacement activities. Manage assigned ticket queues, ensuring timely resolution and closure within SLA. Provide regular status updates to end users and follow up proactively. Maintain detailed documentation of issues, troubleshooting steps, and resolutions in ITSM tools such as Develop SOPs, Knowledge Base (KB) articles, and standard configuration documentation (KEDB). Coordinate with third-party vendors for hardware replacements, warranty repairs, and support escalations. Collaborate with Level 3 support teams, network teams, and project teams for upgrades, migration tasks, and service delivery improvements. Work with application and infrastructure teams for issue resolution and product enhancements. Strong knowledge of Windows 10 / 11, Mac OS, and Android OS. Proficiency with MS Office 365 and related support activities. Good understanding of Active Directory, User / Group management, Group Policies, DNS, DHCP. Basic networking knowledge : LAN / WAN, TCP / IP, Firewalls, Wi-Fi configuration. Hands-on experience with device imaging, application configuration, and system migration processes. Experience with ITSM tools (ServiceNow, Remedy, etc.) Solid understanding of PC hardware, system components, and troubleshooting methodologies. Excellent communication skills (written and verbal). Strong stakeholder management abilities including interactions with : Ability to work independently at customer site with minimal supervision. Strong problem-solving and analytical skills. Ability to work in fast-paced environments and manage multiple : Bachelors degree in Computer Science, IT, or related field (preferred). Relevant certifications like ITIL Foundation, MCSA, A+, Network+, etc., will be an added advantage. Proven experience in L2 Support, Desktop Support, or End User Computing roles. Experience working within defined SLAs and ITIL-based processes
Description :
Key Responsibilities :
End-User Device Support :
- Provide break / fix support for desktops, laptops, mobile devices, and peripherals.
- Re-image devices and reinstall / configure required applications.
- Perform installation, configuration, and upgrades of desktops, laptops, and associated software.
- Conduct end-user system intake prior to upgrades / refresh (software, data, printers, configurations).
- Ensure the upgraded / refreshed system meets all pre-defined & Technical Expertise :
- Troubleshoot Windows 10 / 11 OS, Mac OS, Android OS, and enterprise applications.
- Resolve issues related to PC hardware, software, directory services, and printing.
- Support network-related issues (Basic LAN / WAN, Wi-Fi configuration).
- Diagnose and resolve VOIP phone issues and application software configuration issues.
- Escalate complex / global application issues to Level 2 / Level 3 teams as necessary.
Printer & Peripheral Support :
Ticketing & Documentation :
ServiceNow or Remedy.
Vendor & Team Coordination :
Technical Skills Required :
Soft Skills & Leadership :
1. End users
2. Senior management
3. IT teams
4. Project teams
5. Vendors
(ref : hirist.tech)
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Technical Support Engineer • India
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