L2 Helpdesk Engineer

About Parkar Digital:

At Parkar we are redefining cloud transformation with the power of Microsoft Azure and AWS platforms. Our commitment to aligning with industry-leading cloud technologies enables us to deliver tailored best-in-class solutions that drive tangible results for our clients.

With over a decade of experience and more than 100 enterprise engagements across diverse industries we specialize in empowering businesses to innovate and scale. From AIOps to Generative AI and advanced Machine Learning our expertise spans the technologies that shape tomorrows enterprises.

As a Microsoft Gold Partner we boast over 125 Azure certifications and a track record of 400 successful projects powered by our team of 200 skilled engineers. Whether its data analytics DevOps automation or application development Parkar is dedicated to achieving each clients unique transformation goals with agility precision and a relentless pursuit of excellence.

Vector is our flagship platform built on the latest in IT and AI technology to empower organizations to work smarter and stay ahead in a fast-changing digital world. It streamlines digital operations with intelligent automation and seamless cloud integration. With features like real-time monitoring early problem detection and scalable flexibility Vector helps reduce costs boost reliability and drive continuous innovation.

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Job Overview: The Help Desk L2 Specialist provides advanced user support and ensures efficient IT service delivery by troubleshooting technical issues offering appropriate solutions and ensuring prompt resolution. This role involves maintaining accurate documentation escalating critical issues and collaborating with relevant teams to resolve complex problems. Additionally the L2 Specialist stays updated on system information assists in user training and contributes to the stability and functionality of the organizations IT infrastructure.

Help Desk L2 Job Description

Job Overview:

The Help Desk L2 Specialist provides advanced user support and ensures efficient IT service delivery by troubleshooting technical issues offering appropriate solutions and ensuring prompt resolution. This role involves maintaining accurate documentation escalating critical issues and collaborating with relevant teams to resolve complex problems. Additionally the L2 Specialist stays updated on system information assists in user training and contributes to the stability and functionality of the organizations IT infrastructure

Key Responsibilities:

Technical Support & Troubleshooting:

• Respond to support requests via in-person phone chat or email.
• Diagnose and resolve hardware software and network-related issues.
• Investigate reported issues identify root causes and implement solutions.
• Collaborate with L1 support development and other teams to resolve complex technical problems.
• Escalate critical issues to appropriate teams when necessary and work with them.

Application & System Support:

• Ensure availability reliability and performance of assigned applications.
• Apply patches updates and configurations to maintain system stability.
• Monitor application performance and optimize efficiency via Monitoring tools.
• Assist in managing user accounts permissions and security settings in AD and Azure AD.

Incident Change & Problem Management:

• Manage and resolve incidents within defined SLAs.
• Track document and route support requests efficiently.
• Follow change management processes for controlled system modifications.
• Identify and address recurring issues for long-term stability (RCA).

Documentation & Knowledge Management:

• Maintain troubleshooting guides and system documentation.
• Create SOPs knowledge base articles for common issues.
• Update training materials for new and revised software/hardware.

Customer Support & User Assistance:

• Provide timely updates to users regarding issue status and resolution.
• Offer guidance on best practices and troubleshooting steps.
• Follow up to ensure successful issue resolution.
• Train end-users and L1 support on recurring issues.

Collaboration & Continuous Improvement:

• Work with L1 support development and QA teams to enhance application stability.
• Participate in post-incident reviews to improve processes.
• Perform Validation after Deployment in Production.
• Stay updated on system changes industry best practices and emerging technologies.

Required Skills & Qualifications:

• Technical Expertise: Windows/Mac/Linux OS Support Office 365 Active Directory Azure AD Networking (DNS DHCP SMTP) ITIL ticketing tools application support SQL APIs Familiarity with ticketing systems (e.g. ServiceNow Jira) cloud platforms (AWS / Azure GCP) AVD support IAM scripting (Python PowerShell etc) for automation.
• Experience: 3 years in technical support help desk or IT operations.
• Soft Skills: Strong communication problem-solving adaptability and customer focus.
• Work Environment: Comfortable with 24/7 shifts and on-call duties.