Join GM Modular as Senior Deskside Support Engineer (L2) - Onsite

Senior Deskside Support Engineer (L2)

This role provides advanced deskside and remote IT support across our offices in India. As the escalation point from L1, you will handle complex incidents, system deployments, patching, and endpoint management while ensuring smooth IT operations and excellent end-user experience.

Location: Andheri, Mumbai (Primary on-site; travel to India offices as needed)
Experience: 2 - 5 Years (with demonstrated L2 responsibilities)Employment Type: Full-TimeDepartment: Information TechnologyReports To: Assistant IT Support ManagerCompany: GM Modular

Salary - Will be discussed

Location - Andheri West (Mumbai) & Vasai

Key Responsibilities

• Provide

  L2 deskside & VIP user support

  for desktops, laptops, printers, mobile devices (iOS/Android), and peripheral hardware.
• Troubleshoot

  advanced Windows/macOS issues

  , including OS recovery, registry/profile fixes, and system log analysis.
• Resolve

  Microsoft 365 issues

  (Outlook/Exchange, Teams, OneDrive, SharePoint permissions, licensing, activation).
• Manage

  Active Directory, Azure AD, MFA, SSO

  , and resolve user identity/access issues.
• Diagnose and fix

  network access problems

  (VPN, Wi-Fi 802.1X, certificates, device compliance).
• Perform

  endpoint deployment, imaging, and configuration

  via SCCM, Intune, and Jamf.
• Package and deploy applications; manage

  software updates, security patches, and firmware upgrades

  .
• Enforce

  endpoint security policies

  (BitLocker/FileVault encryption, EDR/AV agents, Conditional Access).
• Handle

  patch and vulnerability management

  , ensuring compliance with global and CERT-In standards.
• Support

  incident, request, and problem management

  within ITSM tools (ServiceNow, Freshservice, Jira, Zoho Desk).
• Conduct

  root-cause analysis

  and prepare RCA reports for major/repeat incidents.
• Maintain

  accurate asset inventory

  and lifecycle management of IT devices, licenses, and peripherals.
• Coordinate with vendors for

  RMA, warranty repairs, spares pool management

  , and timely replacements.
• Assist with

  onboarding/offboarding workflows

  including device preparation, mailbox setup, and secure data migration.
• Provide

  training and knowledge sharing

  to end-users on M365, collaboration apps, and cybersecurity hygiene.
• Create and update

  knowledge base articles, SOPs, and user guides

  to enhance self-service and L1 efficiency.
• Deliver

  white-glove support

  to leadership and VIP users, ensuring minimal downtime and proactive updates.
• Support

  conference rooms, AV equipment, and digital collaboration tools

  (Teams Rooms, Zoom Rooms, projectors, MFDs).
• Provide

  smart-hands assistance

  in server/network rooms (patching, power cycling, basic inventory tasks).
• Act as first responder for

  endpoint security incidents

  , isolating devices, collecting logs, and escalating as required.
• Collaborate with cross-functional IT teams on

  network, systems, and security issues

  for faster resolution.
• Participate in

  on-call rotations and shift support

  , including patch windows and emergency deployments.
• Drive

  process improvements, automation scripts, and endpoint standardization

  for efficiency.
• Promote a

  customer-first culture

  , ensuring high satisfaction and professional communication with stakeholders.

Required Qualifications

• 25 years

  IT support experience in India with at least

  1 year in L2 escalation

  role.
• Advanced troubleshooting skills in

  Windows 10/11, macOS, and Microsoft 365

  .
• Strong knowledge of

  Active Directory, Azure AD, MFA, SSO

  , VPN, TCP/IP, DNS, DHCP.
• Experience with

  endpoint management tools

  (SCCM/MECM, Intune, Jamf).
• Patch management expertise (Windows Update for Business, Intune, Jamf).
  
• Good understanding of

  endpoint security

  (BitLocker/FileVault, EDR/AV tools).
• Familiarity with ITIL processes and ITSM tools.
  
• Excellent communication skills; fluency in English (Hindi/Marathi preferred for Mumbai users).
  

Preferred Qualifications

• Certifications:

  CompTIA A+/Network+, ITIL 4, Microsoft 365 (MD-102, AZ-900), Jamf, CCNA

  .
• Scripting knowledge (PowerShell, Bash/zsh).
  
• Experience with

  SAP, Tally, Adobe CC, CorelDRAW

  or similar India business apps.
• Exposure to

  VDI (VMware/Citrix)

  and

  cloud platforms (Azure/AWS basics)

  .

Success Metrics

• SLA compliance & timely ticket resolution.
  
• High patch & device compliance rates.
  
• Reduction in escalations to L3.
  
• Seamless onboarding/offboarding with zero data-loss.
  
• Positive

  user satisfaction scores (CSAT)

  .

Why Join GM Modular?

IT backbone

Interested Candidates can share their resume directly on the mail id - shantadeepa.behera@gmmodular.com