L2 - Technical Service Helpdesk

Location: Mumbai, Maharashtra, India | Experience: Mid Level (2-6 years)

About the Company

Our company is a manufacturing organization that depends on responsive technical service to maintain dependable customer relationships and efficient issue resolution. The service function connects customers, helpdesk executives, service teams, and field engineers through structured support processes. By combining professional communication, accurate documentation, remote troubleshooting, and disciplined escalation, the organization ensures that every reported issue receives visibility and ownership. This role contributes directly to service continuity by helping customers navigate the support framework, enabling technical teams to diagnose issues effectively, and creating reliable records for follow-up and historical reference. The company values customer orientation, technical accuracy, timely coordination, and accountability across every service interaction. Employees are expected to use established guidelines and support systems consistently while exercising sound judgment when issues require escalation. The position offers an opportunity to strengthen the customer experience and improve service outcomes through measurable helpdesk performance.

About the Role

As an L2 Technical Service Helpdesk Executive, you will own the professional handling, diagnosis, documentation, and progression of customer technical issues through the service support system. You will resolve straightforward and moderately complex issues remotely using approved guidelines, software updates, and configuration procedures, while ensuring every interaction is recorded accurately. When an issue requires specialist intervention or field support, you will create a complete escalation with the right technical context and maintain timely communication. Your work will reduce repeat explanations, improve first-contact resolution, accelerate service handovers, and provide customers with clear tracking through unique call IDs. Success in this role is measured through resolution efficiency, diagnostic accuracy, customer satisfaction, documentation quality, escalation discipline, and coordination with field engineers.

Key Responsibilities

• Own customer interactions with professionalism and courtesy, creating confidence during issue logging and resolution while protecting customer satisfaction across straightforward and complex technical queries.
• Diagnose and resolve eligible technical issues remotely using established guidelines, approved troubleshooting methods, software updates, and configuration procedures to improve first-contact resolution and reduce avoidable service delays.
• Capture complete symptoms, customer information, troubleshooting actions, outcomes, and pending requirements in the support system so customers do not repeat information during handovers or escalations.
• Log every customer interaction with a unique call ID, communicate the identifier clearly, and maintain accurate tracking records that support follow-up, historical reference, and service accountability.
• Escalate unresolved or technically complex issues to appropriate L2 specialists or field service teams with complete documentation, clear priority, and actionable diagnostic context.
• Coordinate timely case handovers with field engineers, collect feedback on remote diagnosis quality, and use service learnings to improve future troubleshooting accuracy and resolution efficiency.
• Prepare timely and accurate issue reports that highlight resolution status, escalation trends, customer impact, and documentation compliance for service team review and operational improvement.

Essential Skills & Technologies

• Technical troubleshooting across hardware, software, connectivity, configuration, and remote support scenarios, with the ability to follow structured diagnostic procedures and identify when escalation is required.
• Experience using helpdesk, ticketing, CRM, or call-tracking systems to document interactions, assign unique case identifiers, record actions, monitor status, and maintain accurate service histories.
• Strong command of professional customer communication, remote support practices, software updates, configuration workflows, escalation documentation, and coordination with field service or technical engineering teams.

Additional Plus

• B.E. or B.Tech. in Electronics, instrumentation, electrical engineering, or a related technical discipline will be advantageous for understanding customer environments and service issues.
• Experience supporting technical products in a manufacturing, engineering, service, or industrial environment will help accelerate diagnosis and improve communication with field engineers.
• Familiarity with service-level metrics, first-contact resolution, CSAT, escalation analysis, call-quality reviews, and continuous improvement practices will be useful in managing helpdesk performance.

What You'll Bring

• You bring 2–6 years of experience in technical helpdesk, service desk, customer support, field service coordination, or a related technical support environment. You are comfortable managing customer interactions professionally while collecting precise information, asking effective diagnostic questions, and explaining next steps clearly.
• You demonstrate strong problem-solving ability and can distinguish between issues that should be resolved remotely and those requiring specialist or field intervention. You work confidently with ticketing, CRM, call-tracking, or service management systems and understand that accurate documentation is essential to efficient resolution.
• You can complete approved remote software updates and configurations carefully, verify outcomes, and record all relevant actions. You communicate effectively with customers, L2 teams, field engineers, and service leaders, ensuring handovers are timely and complete.
• A customer-oriented mindset, influencing and persuasion skills, technical discipline, and ownership of outcomes are essential. You should be comfortable working onsite in Mumbai and contributing to performance measures including FCR, resolution time, escalation rate, diagnostic accuracy, CSAT, response time, reporting quality, and call-tracking compliance.

Why Join Us

• Own meaningful customer outcomes by resolving technical issues efficiently, improving service continuity, and ensuring every interaction receives visible ownership through a structured support process.
• Work closely with technical service teams and field engineers, gaining broader exposure to diagnosis, remote configuration, escalation management, and continuous improvement across the customer support lifecycle.
• Build a measurable service career in an environment that values technical proficiency, professional communication, accurate reporting, customer orientation, and disciplined execution.

What We Offer

• A customer-facing technical service role with clear ownership across issue diagnosis, remote resolution, escalation, documentation, and coordination with field engineering teams.
• Exposure to structured helpdesk operations and performance measures including first-contact resolution, resolution time, CSAT, escalation quality, diagnostic accuracy, and reporting compliance.
• Competitive compensation and the opportunity to contribute onsite in Mumbai within a manufacturing organization that values dependable technical support and customer experience.