Help Desk L2

3 weeks ago


Lahore, Punjab, Pakistan MindWhiz Full time

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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 level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
Job function
  • Job functionInformation Technology
  • IndustriesOutsourcing and Offshoring Consulting

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