SERVICE DESK ENGINEER (L2) - SUPPORT
Location: Noida, Chennai, Hyderabad, Bengaluru Experience: 3–5 years
About the role
We are hiring Service Desk Engineers for L2 support, based in Noida, Chennai, Hyderabad or Bengaluru. You will handle issues escalated from the L1 team, resolve advanced technical problems, find the root cause of recurring issues and guide L1 engineers.
Candidates who can join immediately or within 60 days are preferred.
Key responsibilities
- Handle escalated technical issues from the L1 team.
- Troubleshoot advanced hardware, software, OS and network-related issues.
- Provide support for Windows OS, Active Directory, VPN, Outlook and application issues.
- Perform root cause analysis and identify recurring problems.
- Manage user accounts, access permissions and password-related issues.
- Coordinate with other IT teams to resolve complex issues.
- Maintain incident documentation and ensure SLA compliance.
- Provide technical guidance and support to L1 engineers.
What we're looking for
- Essential: 3–5 years of experience in IT support, including L2 or escalation-level work.
- Strong troubleshooting skills across Windows OS, Active Directory, VPN and Outlook.
- Experience with root cause analysis and incident documentation.
- Experience working to SLAs with a ticketing tool.
- The confidence to guide and support L1 engineers.
- Notice period of immediate to 60 days.
How to apply
Click Apply now, or share your profile with Sushil Yadav at sushil.yadav@raftglobal.in.