Pragmatic Play Romania

Level 2 Helpdesk Engineer

Pragmatic Play Romania

full-time

Posted on:

Origin:  • 🇮🇳 India

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Job Level

Mid-LevelSenior

Tech Stack

LinuxMacOS

About the role

  • Provide L2 technical support to global employees, with a focus on European & Indian users.
  • Troubleshoot and resolve complex issues related to M365 Suite (Outlook, Teams, OneDrive, SharePoint, etc.).
  • Troubleshoot issues on Operating Systems: Windows 10/11, macOS, and Linux.
  • Support Microsoft Intune and Microsoft Defender related issues.
  • Handle remote troubleshooting via tools such as TeamViewer.
  • Administer and troubleshoot Active Directory (AD) and Entra ID.
  • Administer and troubleshoot meeting room hardware, AV equipment, and printers.
  • Ensure timely resolution within SLA/SLO and escalate appropriately where needed.
  • Monitor system alerts, take proactive actions, and ensure timely resolutions.
  • Perform daily shift handovers, including detailed ticket/project notes.
  • Generate shift reports, perform ticket analytics, and identify patterns for continual improvement.
  • Collaborate with cross-functional teams for escalations and documentation.
  • Maintain high-quality interpersonal communication and demonstrate a neutral, fluent English accent in all end-user interactions.

Requirements

  • Minimum 5–7 years of relevant experience in an L2 support capacity with experience working with global users across different time zones, especially Europe.
  • Strong written and verbal communication with a neutral and clear English accent.
  • Strong hands-on experience with M365 Suite (Outlook, Teams, OneDrive, SharePoint) and M365 app error troubleshooting.
  • Experience with Operating Systems: Windows 10/11, macOS, and Linux.
  • Experience with Microsoft Intune and Microsoft Defender.
  • Experience administering and troubleshooting Active Directory (AD) and Entra ID.
  • Experience troubleshooting networking/connectivity issues.
  • Experience with remote troubleshooting tools such as TeamViewer.
  • Ability to handle and support meeting room tech and peripherals (AV, printers, meeting room hardware).
  • Experience with JIRA & Confluence.
  • Highly reliable with strong documentation, reporting, collaborative and coordination habits.
  • Ability to work independently during night shifts with minimal supervision.
  • ITIL Foundation or relevant IT certifications (Microsoft, CompTIA, etc.) preferred.
  • Experience working in enterprise or MSP environments preferred.
  • Familiarity with automation or self-service support models is a plus.