L2 Desktop Support

L2 Desktop Support Engineer - 3-4 years of experience - Excellent communication skills (Written/Verbal), to communicate effectively at all levels in the organization. - Customer service orientation and ability to work in a team with flexibility & enthusiasm - Previous experience of working in IT desktop support or customer service role Roles & Responsibilities: • Handle Level2 Escalations, and adhere to escalation matrix • To diagnose and resolve software and hardware incidents, including operating systems (Windows, Linux and Mac) and across a range of software applications. • To take ownership of issues by carrying out problem analysis to implement permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary • To install and configure new IT equipment. • To resolve incidents and upgrade different types of software and hardware • Ensure patching/software upgrades • Identify the root cause and troubleshoot • Provide necessary information/observations/logs & all required support to next level for diagnose a reported/escalated problem Qualifications: - B. Tech. or equivalent -Working knowledge on Windows Operating systems support