Job Description (Posting). We are looking for an experienced Level 2 Desktop Support Engineer to join our IT team. The successful candidate will provide advanced technical support to end-users, handling escalated issues and ensuring the smooth operation of computer systems, hardware, networks, and applications. Key Responsibilities: * Advanced Technical Support: Provide Level 2 support for complex hardware, software, and network issues. Assist with troubleshooting and resolving escalated tickets from Level 1 support. * Problem Resolution: Analyze and resolve advanced technical problems, collaborating with other IT teams as necessary. Identify trends and recommend long-term solutions to recurring issues. * System Administration: Perform installation, configuration, and maintenance of desktop and laptop systems, software applications, and peripherals. * Network and Security: Assist with network connectivity issues, perform network troubleshooting, and ensure compliance with security protocols and policies. * Documentation: Maintain detailed records of support activities, solutions, and best practices. Create and update technical documentation and user guides. * Training and Mentoring: Provide guidance and training to Level 1 support staff. Share knowledge and expertise to enhance the overall efficiency of the support team. * Customer Service: Deliver exceptional customer service by communicating effectively with end-users, understanding their needs, and providing timely resolutions. (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases