Desktop Support Engineer L2

Role Summary

The Desktop Support Engineer will be responsible for providing on-call and onsite technical support for desktop, laptop, and peripheral issues. The role involves diagnosing hardware and software problems, performing installations and configurations, coordinating with vendors, and ensuring ticket closures within agreed SLAs (97%+).

Key Responsibilities

Provide Level 2 desktop/laptop support (Windows, macOS, Linux environments). Perform installation, configuration, and troubleshooting of OS, applications, printers, and scanners.

Manage user accounts, permissions, and access rights in Active Directory and O365. Troubleshoot LAN and DHCP connectivity issues.

Coordinate with hardware vendors for repairs and replacements. Perform preventive maintenance and deploy security patches as per policy.

Handle ticketing through the ITSM system (ServiceNow / JIRA / HaloITSM). Maintain asset records and update documentation regularly.

Adhere to defined SLAs and escalate issues proactively as needed. Collaborate with regional and global teams to ensure consistent service delivery.

Qualifications & Skills

Bachelor’s Degree in Computer Science, Information Technology, or equivalent.

3–7 years of experience in desktop support / EUC operations (L2 level or above).

Strong knowledge of Windows 10/11, MS Office Suite, Outlook/O365 administration. Familiarity with basic network troubleshooting (LAN, DHCP, VPN, Wi-Fi).

Experience with ITSM tools (ServiceNow, JIRA, Freshservice, HaloITSM preferred). Understanding of antivirus solutions, patch management, and endpoint security. Excellent communication skills and customer-oriented attitude.

Ability to work independently in a distributed, multi-country environment.

Fluency in English (required); additional languages (Portuguese, Italian, Spanish) a plus.

Job Types: Full-time, Permanent

Pay: ₹300,000.00 - ₹600,000.00 per year

Benefits:

• Provident Fund

Shift availability:

• Night Shift (Required)

Work Location: In person