Desktop Support Engineer – L2 (Level 2 Support)

Job Summary:

We are seeking a skilled and experienced Desktop Support Engineer (Level 2) to join our IT support team. The ideal candidate will be responsible for resolving escalated technical issues related to desktops, laptops, peripherals (including printers), network connectivity, and software applications. The role requires strong troubleshooting skills, a customer-centric approach, and the ability to work independently or collaboratively to ensure high levels of end-user satisfaction and system performance.

Key Responsibilities:
1. Desktop, Laptop & Peripheral Support:

• Provide Level 2 support for desktop and laptop hardware, operating systems, and productivity software.

• Configure, deploy, and maintain desktops, laptops, mobile devices, and peripherals (e.g., printers, scanners).

• Perform hardware diagnostics, upgrades, and repair/replacement as needed.

2. Networking & Connectivity Support:

• Troubleshoot basic network issues related to LAN/WAN, IP configuration, DNS, DHCP, etc.

• Assist users with network-related problems including Wi-Fi connectivity and network printer access.

• Liaise with network teams for escalated connectivity issues.

3. Printer & Peripheral Device Support:

• Install, configure, and troubleshoot printers (network and local), scanners, and other peripherals.

• Manage printer queues, print drivers, and support print server functionality.

4. Remote & Onsite Support:

• Use remote support tools to assist users across locations.

• Provide on-site support when required, ensuring prompt resolution of user issues.

5. Software Installation & Patch Management:

• Install, configure, and troubleshoot software applications and updates.

• Manage software licensing and ensure compliance with organizational policies.

6. Imaging & Deployment:

• Use imaging and deployment tools to streamline system setup and configuration.

• Maintain standard system images and ensure consistency across devices.

7. User Training & Documentation:

• Assist and educate users on best practices, security protocols, and application usage.

• Create and maintain technical documentation, user guides, and SOPs.

8. Incident & Ticket Management:

• Log, track, and resolve incidents via a service desk/ticketing system.

• Follow ITIL-based incident, problem, and change management processes.

Required Skills & Qualifications:

• BE/B.Tech in any discipline or Graduate with proven desktop support experience.

• Minimum 2+ years of experience in desktop/technical support or IT helpdesk roles.

• Strong knowledge of Windows operating systems, desktop hardware, and productivity software (MS Office, etc.).

• Experience with remote support tools, desktop imaging, and deployment tools.

• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, LAN/WAN).

• Familiarity with ITIL best practices and ticketing systems like ServiceNow, BMC Remedy, etc.

• Strong problem-solving and customer service skills.

• Excellent communication skills, both written and verbal.

Preferred Certifications (Optional):

• CompTIA A+, Network+, or equivalent.

• Microsoft Certified: Modern Desktop Administrator Associate (or similar).

• ITIL Foundation Certification.

Working Conditions:

• Rotational shifts may be required.

• Onsite support as per business need.

• Ability to lift and move IT equipment when necessary.

Location: 401, OZONE Apartment, Plot No. 25, Bharatnagar, Nagpur, Maharashtra 440001

Apply now or refer a friend! For more details, contact us at hr@itcraftindia.com

Job Type: Full-time

Pay: ₹9,172.12 - ₹27,980.05 per month

Experience:

• Full-stack development: 4 years (Preferred)

Work Location: In person