Windows Helpdesk Engineer – Level 2 (5-10 Years)

Full Time, Work From Office

Ahmedabad

Posted 1 month ago

Job Responsibilities

Deliver Level 2 technical support, resolving escalated tickets from the Level 1 team.
Troubleshoot and resolve complex hardware, software, and network issues for clients remotely.
Configure and manage desktop, laptop, and server environments, including patch management and updates.
Manage user accounts, permissions, and group policies in Active Directory and Microsoft 365.
Monitor and maintain client environments using RMM (Remote Monitoring and Management) tools.
Assist with networking tasks, including configuring VLANs, VPNs, and firewalls.
Collaborate with clients to identify and address recurring issues and improve IT processes.
Document all work performed in the ticketing system, ensuring clear and detailed records.
Support client onboarding processes by configuring hardware, software, and accounts.
Work with the team to develop and maintain knowledge base articles and technical documentation.
Proactively monitor and respond to alerts, ensuring client systems’ uptime and performance.

Certifications (Preferred)

Technical Skills

Proficiency with Windows 10/11, Microsoft 365, and RMM tools.
Solid understanding of networking concepts, including DNS, DHCP, VPN, and VLANs.
Experience managing firewalls and endpoint security solutions like SentinelOne.
Ability to troubleshoot complex hardware and software issues.
Familiarity with PSA tools and remote support platforms.

Soft Skills