Desktop Support Engineer - L2

Posting Title: - Desktop Support Engineer - L2 

Industry: -IT Services 

Salary: - ₹3L - 5L 

Work Experience: - 1 -3 years 

Location : - Andheri West

 Summary

The Desktop Support Engineer - L2 plays a critical role in ensuring the seamless operation of end -user computing environments within a dynamic IT services organization. Reporting to the IT Operations Manager, this position is responsible for delivering timely, accurate, and user -focused technical support for desktops, laptops, and associated peripherals across a distributed workforce. The ideal candidate will possess strong technical proficiency in Windows 10/11 environments, network troubleshooting (TCP/IP, DNS, DHCP), and remote support tools, combined with a customer -centric mindset and the ability to manage multiple priorities efficiently. This role requires a proactive approach to problem resolution, a commitment to maintaining system integrity through regular patching and configuration, and a solid foundation in modern desktop administration principles. With a focus on user satisfaction and system reliability, the Desktop Support Engineer - L2 contributes significantly to business continuity, operational efficiency, and the overall digital experience of end -users.

Responsibilities

- Provide Level 2 technical support for desktops, laptops, and peripheral devices, resolving complex hardware and software issues. 

- Perform OS installation, configuration, updates, and patching on Windows 10/11 systems in compliance with organizational standards. 

- Diagnose and resolve network connectivity issues related to TCP/IP, DNS, DHCP, and VPN configurations. 

- Conduct hardware diagnostics, component testing, and replacement of defective desktop/laptop parts (e.g., RAM, HDD/SSD, motherboards, power supplies). 

- Support and manage remote access solutions such as TeamViewer, AnyDesk, and Microsoft Remote Desktop for efficient troubleshooting. 

- Troubleshoot and resolve application compatibility, performance, and access issues on end -user devices. 

- Assist in the deployment and maintenance of endpoint security tools and compliance policies. 

- Maintain accurate and detailed documentation of incidents, resolutions, and system configurations in the IT service management (ITSM) tool. 

- Collaborate with L1 support and other IT teams to escalate and resolve escalated tickets efficiently. 

- Provide training and guidance to end -users on best practices for device usage, security, and troubleshooting. 

- Proactively monitor system health and recommend improvements to enhance user experience and reduce downtime.

 
Requirements

- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience). 

- 1–3 years of hands -on experience in desktop support or end -user computing environments within an IT services or enterprise setting. 

- Demonstrated expertise in Windows 10/11 troubleshooting, OS installation, updates, patching, and configuration. 

- Proficient in diagnosing and resolving network -related issues including TCP/IP, DNS, DHCP, and secure remote access via VPN. 

- Experience with remote desktop tools such as TeamViewer, AnyDesk, and Microsoft Remote Desktop. 

- Strong understanding of desktop/laptop hardware components and hands -on experience in testing, diagnosing, and replacing parts. 

- Valid Microsoft Certified: Modern Desktop Administrator Associate certification or equivalent (in progress is acceptable). 

- Excellent verbal and written communication skills with the ability to explain technical concepts to non -technical users. 

- Proven ability to prioritize tasks, manage time effectively, and deliver solutions under pressure. 

- Customer service orientation with empathy, patience, and a service -first mindset. 

- Familiarity with ITIL principles and experience using ITSM tools (e.g., ServiceNow, Jira, Zendesk) is a plus. 

- Ability to work in a fast -paced, team -oriented environment with minimal supervision. 

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