System Engineer - Service Desk - L2
L2 service desk engineer at a managed IT services provider, taking escalations from L1 support and troubleshooting complex issues across client environments. Day-to-day spans Microsoft 365/AVD, Halo PSA ticketing, Datto RMM, and backup management, on-site in Jammu or Gurugram with occasional out-of-hours rota duty.
- Compensation
- Not disclosed
- Location
- Gurgaon and Jammu, India
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Full time
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- 4+ years total experience
- Strong communication and analytical skills for troubleshooting
- Confident communication via phone, email, and in-person
- Proactive learner with passion for supporting users
- Solid organisational skills; manage and prioritise tasks efficiently
- Commitment to SLAs: response times, resolution targets, first-time fixes
- Willingness to pursue relevant certifications and accreditations
- Experience with Halo PSA (ticketing system)
- Experience with Datto RMM (remote monitoring and management)
- Experience with Backupify (backup management)
- Experience with Microsoft 365 and AVD
- Participate in out-of-hours (OOH) rota 2-3 times per year on average
- Strong technical expertise across Microsoft technologies, networking, virtualization, and backup systems
Nice to have
- Accountancy applications (e.g., Sage Accounts, CCH)
Full description
Job Title: Senior IT System EngineerEmployment Type: Full-time
Work Mode: On-site
Total Experience: 4+ years
Job Location:Jammu / GurugramIndustry: IT / Managed Services
RVS iGlobal is looking for a skilled and proactive L2 Support Engineer to join our Managed Services team. The candidate will be responsible for handling escalations from L1 support, troubleshooting complex IT issues, and ensuring high availability and performance of client environments. The role requires strong technical expertise across Microsoft technologies, networking, virtualization, and backup systems.
Requirements
Key Responsibilities:
- Demonstrate strong communication and analytical skills to effectively troubleshoot technical issues.
- Proactive and enthusiastic learner with a genuine passion for supporting users.
- Communicate confidently across multiple channels including phone, email, and in-person interactions.
- Possesses solid organisational skills with the ability to manage and prioritise tasks efficiently.
- Committed to meeting service level agreements (SLAs), including response times, resolution targets, and achieving first-time fixes.
- Shows a willingness to pursue relevant certifications and accreditations to support ongoing professional development.
Main Duties and Responsibilities
- Deliver 2nd Line technical support across diverse client environments through the helpdesk platform.
- Effectively manage incoming service requests, accurately diagnose issues, and ensure prompt resolution.
- Uphold exceptional standards of customer service and maintain clear, consistent communication throughout all support interactions.
- Diagnose and resolve more complex IT issues escalated from 1st Line.
- Collaborate closely with 3rd Line Engineers and the broader IT team to ensure smooth issue resolution and appropriate escalation.
- Foster strong client relationships by delivering timely, professional support that meets their IT requirements.
- Ensure issues are fully resolved without adverse impact on other systems.
- Provide guidance and training to 1st Line Engineers.
- Ensure timely and appropriate escalation of tickets.
- Log and update tickets with detailed notes and time entries in Halo PSA.
- Create and maintain knowledge base articles.
- Maintain a high standard of professionalism in all interactions.