
Help Desk L2
3 weeks ago
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HR Manager | Global Recruiter | Talent Acquisition Specialist | Technical Recruiter | Non-Technical Recruiter | People & Culture Specialist | HR…Job Title: Help Desk L2
Location: DHA Phase 5, Lahore, Pakistan
Job Type: Full-Time / Permanent
Shift Timings:
Job Overview:
We are hiring a Level 2 Help Desk Technician to provide advanced technical support for our US-based clients. This role focuses on resolving complex issues, supporting cloud platforms, and mentoring L1 technicians to ensure smooth IT operations.
Key Responsibilities:
• Resolve escalated issues related to hardware, software, and networking
• Perform advanced troubleshooting and identify root causes
• Manage user accounts, permissions, and security configurations
• Support Microsoft 365, Google Workspace, VPNs, and remote tools
• Document fixes and contribute to the internal knowledge base
• Coordinate with infrastructure and system admin teams as needed
• Monitor system performance and apply proactive maintenance
• Provide guidance and technical support to L1 team members
Requirements & Qualifications:
• Minimum 2 years of IT support experience, including 1 year in L2 role (preferably US-based)
• Proficient in Windows/macOS, Active Directory, remote tools, and basic networking (TCP/IP, DNS, DHCP)
• Hands-on experience with ticketing systems like ServiceNow, Zendesk, or Freshdesk
• Excellent troubleshooting, communication, and multitasking skills
• Bachelor's degree in IT or related field; certifications like Network+ or Microsoft M365 preferred
• Familiarity with scripting or automation is a plus
- Seniority levelMid-Senior level
- Employment typeFull-time
- Job functionInformation Technology
- IndustriesOutsourcing and Offshoring Consulting
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