Desktop Support Level 2 Full Time

Desktop Support Level 2

IT Support / Helpdesk · Full-time

The Ideal Candidate

The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service. This person is expected to be a significant contributor to the helpdesk team.

Job Brief

Reporting to the IT Manager, the Desktop Support Level 2 is responsible for on-site and remote management support of multiple site networks of various sizes and levels of complexity. This position requires handling a full range of tasks, including Azure support, O365, desktop, server, network, and mobile device support. The Engineer must provide superior service with limited to no supervision consistently.

Required Skills

• 5+ years of Desktop Technical Support or related experience.

• Provides support to end users with an enthusiastic attitude to analyse, troubleshoot, and resolve issues to the customer’s satisfaction.

• Good understanding of Office 365 Administration and support.

• Experience with Office 365 and Microsoft’s Software/Applications.

• Ability to troubleshoot and configure hardware such as printers, laptops, etc.

• Confident and comfortable with client-facing activity.

• Management and/or troubleshooting of the following technologies:

◦ Solarwinds

◦ Kaseya RMM

• Hardware Support: Headsets, Docks, Monitors, etc.

• O365 Administration and support:

◦ User Management (Entra ID)

◦ Exchange Management

◦ Intune Device Management (AutoPilot / Lost Mode / etc.)

• Windows 10 and 11 Support – Basic to Advanced troubleshooting (Drivers/OS Corruption, etc.)

• Mobile Device Support:

◦ iOS troubleshooting

◦ Hardware troubleshooting

◦ Verizon/T-Mobile Portal

• Bonus Skills:

◦ Patch Management

◦ PowerShell

◦ 8×8 Phone System

◦ Azure Cloud Resources (Files, VPN)

◦ Certifications: CompTIA A+, Microsoft Certifications, Cisco Certifications, etc.

◦ Experience with LAN/WAN, Routers, WiFi (WAPs), Firewalls, Switches, VPN, SDWAN, Access Points, Citrix, VoIP, etc.

Job Responsibilities

• Demonstrate strong time management and professionalism at all times.

• Must be detail-oriented and motivated to provide a positive customer experience.

• Possess a strong desire to know “how” and “why” things work; inclined toward sustainable and manageable solutions.

• Have self-awareness of strengths and opportunities; ability to introspect and self-develop through continuous learning.

• Strong written and oral communication skills, both technical and non-technical.

• Working experience with US Clients.

· Shift 1

• Tuesday thru Sunday 8:30am to 5:30pm EDT

· Shift 2

• Monday thru Friday 2pm to 11pm EDT (we have openings for both).

• Demonstrated ability to work effectively on a team, both independently and collaboratively.

• Strong attention to detail with excellent organisational and problem-solving skills.

• Excellent customer service, interpersonal skills, and communication etiquette.

• Commitment to continuous personal and professional growth and lifelong learning.

• Ability to execute and thrive in stressful situations.

Educational Requirements

• Associate’s degree – required.

• Bachelor’s degree from an accredited university – preferred (not required).

Equal Opportunity Employer

Itvan Tech is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We do not discriminate on the basis of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, marital status, veteran status, or any other characteristic protected by applicable law. All employment decisions are made solely on the basis of qualifications, merit, and business need.

We encourage applications from individuals of all backgrounds and are committed to providing a fair, respectful, and inclusive recruitment process for every candidate.

Job Types: Full-time, Permanent, Freelance

Pay: ₹800,000.00 – ₹2,000,000.00 per year

Work Location: Remote