About the Role**

• We are seeking a dedicated L2 Tech Support professional to join our team, focusing on site migrations.
  
  **Responsibilities** -
• Provide break/fix support for desktops, laptops, and peripherals. 
• Re-image devices and reinstall/configure applications as needed. 
• Troubleshoot Windows OS, hardware, and enterprise applications. 
• Coordinate with third-party vendors for escalations and hardware replacements.
• Document issues and resolutions in the IT service management system.
• Support application issues, coordinating with the second-level team for global applications. 
• Manage desktop/laptop installations, upgrades, and refreshes, ensuring user configurations are maintained.
• Provide printer support, including network configuration and vendor coordination.
• Install and configure desktops, laptops, mobile devices, and associated peripherals.
• Provide onsite and remote technical assistance to end users. 
• Manage the ticket queue, ensuring timely resolution within service level agreements. 
• Develop standard configuration and documentation procedures. 
• Coordinate with vendors for end-user support and with L3 support groups for service delivery enhancements.
• Provide IT support for events, meetings, and disaster recovery situations. 
• Understand and support O365, Active Directory, DNS, Group Policy, Networking, and Firewall.
  
  **Education Qualification**
• Relevant technical certifications or equivalent experience in IT support.
  
  **Required Skills**
• Comprehensive understanding of PC hardware, software, operating systems, directory services, and applications.
• Excellent knowledge of Windows 10/11 OS, Android OS, Mac OS, MS Office, LAN/WAN issues, and application software configuration.
• Experience with VOIP phone systems and software installations. 
• Familiarity with IT service management systems like ServiceNow or Remedy.
• Experience working within SLAs and ITIL processes.
• Strong written and verbal communication skills.
• Excellent interpersonal skills to manage multiple stakeholders, including users, senior management, IT teams, project teams, and vendors.