End User Support Specialist

user access rights, business applications, network connectivity, and end-user devices

Key Responsibilities

• Act as a

  L2 escalation contact

  for all technical incidents unresolved by L1 (access, application, network, and device-related).
• Troubleshoot and resolve

  Active Directory/user account access issues, application errors, VPN/Wi-Fi/Network issues, and desktop/laptop hardware or OS incidents

  .
• Handle

  permissions, group access, mailbox rights, shared folder access

  , and related escalation requests.
• Support

  enterprise and business applications

  , including authentication, client configuration, and functional issue escalation.
• Perform

  advanced diagnostics

  for network-related user issues such as VPN drops, proxy restrictions, IP conflicts, and printer/network mapping failures.
• Ensure accurate

  ticket documentation, SLA compliance, and end-to-end case ownership

  .
• Communicate effectively with users and ensure

  clear resolution follow-up

  until closure.
• Contribute to

  knowledge base articles, standard troubleshooting flows, and escalation guidelines

  .

Technical Skillset

• 8 plus years

  in Service Desk / Technical Support with escalation handling experience.
• Proven ability to manage

  multi-domain end-user incidents (access, device, network, application)

  at the L2 level.
• Strong understanding of

  user access management, Active Directory, MFA, and permission structures

  .
• Proficiency in troubleshooting

  Windows/Mac OS, enterprise applications (Outlook, Office 365, VPN clients), and device configurations

  .

• ITIL Foundation

  preferred.
• Additional certifications like

  CompTIA A+, Network+, MCP, or equivalent

  are an advantage.
• Working knowledge of

  network fundamentals

  (DNS, DHCP, VPN, LAN/Wi-Fi troubleshooting).
• Experience with

  ITSM/ticketing systems (ServiceNow or equivalent)

  and escalation workflows.
• Note: On-site ( Bengaluru office) opportunity, no remote work allowed for the role.