END USER SUPPORT ENGINEER

We are looking for a dedicated and experienced End User Support L2 Engineer to provide second-level support for all end-user IT-related issues. The candidate must be CCNA certified, with a strong understanding of networking, hardware, and enterprise support systems. You will be responsible for troubleshooting escalated issues, supporting desktop and network environments, and ensuring a seamless IT experience for users.

Key Responsibilities:

• End User Technical Support

o Provide hands-on support for desktops, laptops, printers, scanners, biometric/attendance systems, Barcode scanner, ǪR/Barcode Printers and conference room equipment (projectors, TVs, audio systems, etc.).

o Assist users in day-to-day operations of Microsoft 365 tools including OneDrive, SharePoint, Outlook, Teams, etc.

o Guide users on common software installations and resolve application-related issues (PDF tools, browser settings, printer drivers, etc.).

System Configuration G Deployment

o Configure laptops and desktops as per company IT policy and defined software baseline.

o Ensure proper asset tagging and labeling before system handover to users.

o Join eligible systems to Active Directory based on company policy and user profile.

o Ensure installation and activation of Antivirus/EDR solutions (e.g., CrowdStrike, Defender, etc.).

Hardware G Peripheral Troubleshooting

o Perform basic hardware diagnosis and troubleshooting (RAM, HDD, cables, display, power, etc.).

o Perform basic network diagnosis. Do internal coordination with Network team if it is network issue.

o Coordinate with OEM/vendor for parts replacement under warranty (if applicable).

o Support for printer maintenance, toner replacement, and troubleshooting printing issues.

Helpdesk Ticketing and SLA Compliance

o Acknowledge and act on tickets assigned via the Helpdesk tool (ManageEngine ServiceDesk Plus or equivalent).

o Update ticket progress and provide regular feedback to the Helpdesk coordinator and end-user.

o Ensure timely resolution of all tickets within defined SLA timelines.

o Escalate unresolved or delayed issues to the next level in the support hierarchy.

Asset Management Support

o Maintain and update asset information related to assigned systems and peripherals.

o Coordinate with the Helpdesk/Asset team for movement, reallocation, or disposal of IT assets.

o Support in physical verification, tagging, and reconciliation of IT inventory.

Required Skills & Qualifications:

• Bachelor’s degree in IT, Computer Science, or a related field (preferred).
• Minimum 4 years of experience in End User IT Support or Desktop Support roles.
• CCNA Certification is mandatory.
• Strong knowledge of Windows OS, Active Directory, Office 365, and standard desktop applications.
• Experience with networking concepts and troubleshooting (LAN, WAN, DHCP, DNS, etc.).
• Hands-on experience with system imaging, antivirus, and backup software.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira, Freshservice).
• Excellent verbal and written communication skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.

Job Types: Full-time, Permanent

Pay: ₹27,000.00 - ₹30,000.00 per month

Benefits:

• Provident Fund

Work Location: In person