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

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.