Company : SA TECH
Job Profile : IT Support and Helpdesk L2 Admin
Location: Bangalore
Experience: 3.5 Years
Work Mode: Work from Office (WFO)
Work Days: 5 Days per Week
Role Overview: The IT Support and Helpdesk L2 Admin is responsible for providing advanced technical support and troubleshooting for IT-related issues. This role involves handling escalated support requests, maintaining IT systems, and ensuring smooth operation of IT services.
Key Responsibilities:
Technical Support:
o Provide Level 2 support for hardware, software, and network issues 1 .
o Troubleshoot and resolve complex technical problems escalated from Level 1 support 2 .
o Assist with the installation, configuration, and maintenance of IT equipment and software 1 .
System Administration:
o Perform sysadmin activities such as scheduling overnight backups and maintaining system updates 3 .
o Manage user accounts, permissions, and access controls 1 .
o Ensure the security and integrity of IT systems through regular monitoring and updates 1 .
Incident and Problem Management:
o Document and track incidents and resolutions in the ticketing system 3 .
o Provide updates and maintain knowledge bases for common issues and solutions 3 .
o Collaborate with Level 3 support and other IT teams to resolve complex issues 2 .
Customer Service:
o Deliver excellent customer service by promptly addressing and resolving support requests 1 .
o Provide training and guidance to end-users on IT systems and best practices 1 .
o Communicate effectively with users to understand their needs and provide appropriate solutions 1 .
Continuous Improvement:
o Suggest and implement improvements in IT support processes and procedures 4 .
o Stay updated with the latest IT trends and technologies to enhance support capabilities 4 .
Qualifications:
- Proven experience in IT support or a similar role.
- Strong knowledge of IT systems, hardware, and software.
- Excellent problem-solving and troubleshooting skills.
- Ability to work independently and as part of a team.
- Strong communication and customer service skills.
About SA Tech :
SA Tech is a leading IT consulting and services company, specializing in delivering cutting-edge technology solutions to global clients. With a strong focus on IT infrastructure, SA Tech helps businesses achieve operational excellence through innovative solutions, exceptional service delivery, and a customer-centric approach. Our teams are committed to providing high-quality IT services, ensuring business continuity, and fostering long-term partnerships.