System Engineer - Service Desk - L1

Job Title: Senior IT System Engineer

Employment Type: Full-time
Work Mode: On-site
Total Experience: 4+ years
Job Location: Jammu / Gurugram
Industry: IT / Managed Services

RVS iGlobal is looking for a skilled and proactive L2 Support Engineer to join our Managed Services team. The candidate will be responsible for handling escalations from L1 support, troubleshooting complex IT issues, and ensuring high availability and performance of client environments. The role requires strong technical expertise across Microsoft technologies, networking, virtualization, and backup systems.

Requirements

• Demonstrate strong communication and analytical skills to effectively troubleshoot technical issues.
  
• Proactive and enthusiastic learner with a genuine passion for supporting users.
  
• Communicate confidently across multiple channels including phone, email, and in-person interactions.
  
• Possesses solid organisational skills with the ability to manage and prioritise tasks efficiently.
  
• Committed to meeting service level agreements (SLAs), including response times, resolution targets, and achieving first-time fixes.
  
• Shows a willingness to pursue relevant certifications and accreditations to support ongoing professional development.
  

• Deliver 2nd Line technical support across diverse client environments through the helpdesk platform.
  
• Effectively manage incoming service requests, accurately diagnose issues, and ensure prompt resolution.
  
• Uphold exceptional standards of customer service and maintain clear, consistent communication throughout all support interactions.
  
• Diagnose and resolve more complex IT issues escalated from 1st Line.
  
• Collaborate closely with 3rd Line Engineers and the broader IT team to ensure smooth issue resolution and appropriate escalation.
  
• Foster strong client relationships by delivering timely, professional support that meets their IT requirements.
  
• Ensure issues are fully resolved without adverse impact on other systems.
  
• Provide guidance and training to 1st Line Engineers.
  
• Ensure timely and appropriate escalation of tickets.
  
• Log and update tickets with detailed notes and time entries in Halo PSA.
  
• Create and maintain knowledge base articles.
  
• Maintain a high standard of professionalism in all interactions.
  
• Act as a point of escalation for customer concerns.
  
• Pursue certifications and deepen technical expertise.
  
• Upskill in key accountancy applications such as Sage Accounts and CCH.
  

• Halo PSA (Ticketing System)
  
• Datto RMM (Remote Monitoring and Management)
  
• Backupify (Backup Management)
  
• Microsoft 365 and AVD
  
• Accountancy Applications (e.g., Sage Accounts, CCH)
  

• Participate in the out-of-hours (OOH) rota (2-3 times per year on average)
  
• Support application updates/upgrades during OOH periods as required
  
• Highlight Priority 1 or Priority 2 incidents (including security incidents) as early as possible
  

Benefits

• Competitive salary
  
• Annual Bonus
  
• Provident Fund
  
• Employees State Insurance Corporation
  
• Medical Insurance
  
• Night Allowances
  
• Pick and Drop facilities at Jammu Office (Only for Female Staff)
  
• Team Lunches
  
• Maternity/Paternity leaves
  
• Retirement Benefits
  
• Paid Time Off
  
• Flexible work schedules and workplace perks like on-site snacks
  
• Flexible working
  
• Salary reviews are subject to annual performance/annual appraisal reviews