L2 Helpdesk Engineer
L2 Helpdesk Engineer
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Job Description
About Parkar Digital:
Parkar Digital is a Hybrid first company dedicated to hiring retaining and developing high-performing employees and teams with diverse backgrounds. We are a digital transformation and software engineering company headquartered in Atlanta USA and have our engineering teams across the US India and Latin America. Our solutions are powered by the Parkar platforms built using Cloud Opensource and Customer experience technologies. Parkar Digital offers an array of IT services across Cloud computing Product development Customer experience Cybersecurity and AI Engineering.
Parkar Digital a Gold Certified Microsoft Azure partner provides technology solutions for Digital Healthcare Digital Retail & CPG. Our solutions are powered by the Parkar platforms built using Cloud Opensource and Customer experience technologies. Our goal is to empower a customer-first approach with digital technologies to deliver human-centric solutions for the clients.
For more info. Visit our website: in
LinkedIn - 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.
Employment Type
Full-Time
