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L2 Helpdesk Engineer

ConfidentialHyderabad / Secunderabad, Telangana, India

9 days ago

Job description

Key Responsibilities :

Provide L2 technical support to global employees, with a focus on European & Indian users.
Troubleshoot and resolve complex issues related to :
M365 Suite (Outlook, Teams, OneDrive, SharePoint, etc.), Operating Systems : Windows 10 / 11, macOS, and Linux, Microsoft Intune, Microsoft Defender for :
Handle remote troubleshooting via tools such as TeamViewer
Administer and troubleshoot issues related to : Active Directory (AD) and Entra ID, Meeting room hardware, AV equipment, and printers
Ensure timely resolution within SLA / SLO, escalate appropriately where needed.
Monitor system alerts, take proactive actions, and ensure timely resolutions.
Perform daily shift handovers, including detailed ticket / project notes.
Generate shift reports, perform ticket analytics, and identify patterns for continual improvement.
Collaborate with cross-functional teams for escalations and documentation.
Maintain high-quality interpersonal communication and demonstrate a neutral, fluent English accent in all end-user interactions.

Required Skills & Qualifications :

Minimum 5–7 years of relevant experience in an L2 support capacity with experience working with global users across different time zones, especially Europe. Strong written and verbal communication with a neutral and clear English accent.

Strong hands-on experience with :

issues, M365 app errors, networking / connectivity issues, JIRA & Confluence

Ability to handle and support meeting room tech and peripherals (AV, printers, etc.)

Highly reliable with strong documentation, reporting, collaborative and coordination habits.

Ability to work independently during night shifts with minimal supervision.

Preferred Qualifications :

ITIL Foundation or relevant IT certifications (Microsoft, CompTIA, etc.)

Experience working in enterprise or MSP environments.

Familiarity with automation or self-service support models is a plus.

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Skills Required

Outlook, Jira, Microsoft Intune, Confluence, Linux, Sharepoint, Macos, Teamviewer, Windows 10

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Engineer • Hyderabad / Secunderabad, Telangana, India