Please find the below JD Role: L2 System Engineer Work Timings: 6:00pm to 3.00am India Time (IST) Workdays: 5 days Experience: 4+ years Language Requirements: English (Written + Spoken) Responsibilities & Technical Skills: Address user tickets regarding hardware, software, and networking Perform troubleshooting using different diagnostic techniques. Troubleshoot, diagnose, and resolve technical hardware and/or software issues. Provide quick resolution and excellent customer service. Provide feedback on processes and make recommendations on areas to improve. Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting. Experience in Office O365 management Sound Knowledge on Windows Environment (10,11 Version), Troubleshooting. Troubleshoot O365, Symantec End Point, VPN, related issues. Basic Knowledge in SonicWall firewall Configure and Manage Wireless Access Points Troubleshoot network and wireless connectivity. Manage file servers and printer servers. Manage hardware and software assets. Handle Outlook and Mailbox related issues Assist users in connecting Video conferencing applications such as Zoom, Teams, etc. Walk customers through installing applications and computer peripherals. Conduct remote troubleshooting. Customize desktop applications to meet user needs. Direct unresolved issues to the next level of support personnel Follow up with clients to ensure their systems are functional. Report customer feedback and potential product requests Knowledge of system security (e.g., intrusion detection systems) and data backup/recovery Hands-on experience in basic network troubleshooting Hands-on experience in Patch Management Knowledge of Microsoft SharePoint, One drive and Exchange online Knowledge on Switches, Router and Firewall functionalities. Sound Understanding of TCP/IP and networking concepts. Ability to learn new technologies and implement them. MCSE, MCSA, CCNA certified would be an added benefit. ConnectWise experience would be an added advantage. Soft Skills: Excellent interpersonal and customer service skills Problem-solving and critical thinking skills Excellent written and verbal communication skills Exceptional teamwork and leadership skills to help other technical support workers. Key Areas: Windows OS (10,11 Version), Troubleshoot O365, Symantec End Point, VPN, System related issues. Networking basics and Excellent communication Skills.