L2 Helpdesk Engineer

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.
  
  
  

• 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:
  
  
  

• 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.
  
  
  

• 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.