Mac Support

Role Summary

The L2 Desktop Engineer will provide advanced technical support for desktops, laptops,

applications, network connectivity, and user accounts. The role requires hands-on

experience with Power BI reporting, Zoho applications, Video Conferencing (VC) systems,

Audio-Visual (AV) systems, and physical security devices such as CCTV and Access Control

systems.

Key Responsibilities

L2 Desktop Support

- Provide advanced troubleshooting for Windows and macOS systems.

- Resolve incidents related to hardware, OS, software, and connectivity.

- Install, configure, and upgrade desktops, laptops, printers, and peripherals.

- Manage user accounts, permissions, and group policies (AD / Office 365).

- Support VPN, LAN/Wi-Fi, network printers, and basic network issues.

- Handle escalations coordinate with L3 teams/OEMs.

- Perform security patching, updates, and compliance checks.

VC System Support

- Support corporate Video Conferencing systems (Zoom Rooms, MS Teams Rooms, Webex,

Poly/Logitech devices).

- Set up, test, and monitor VC equipment before/during meetings.

- Troubleshoot camera, microphone, speaker, display, codec, and network issues.

- Coordinate with OEMs/vendors when required.

- Ensure meeting rooms operate with minimal downtime.

AV System Support

- Support AV equipment including projectors, LED displays, mixers, amplifiers, DSPs, HDMI

switchers, extenders.

- Set up AV equipment for meetings, events, and presentations.

- Diagnose and fix sound, display, cabling, and integration issues.

- Perform regular maintenance and equipment health checks.

CCTV System Support

- Provide support for IP-based CCTV systems (NVR/DVR, cameras, monitoring tools).

- Monitor camera health, recording status, storage availability, and alerts.

- Troubleshoot issues related to camera connectivity, image quality, power, and network.

- Support installation & configuration of CCTV hardware where required.

- Coordinate with security vendors for escalations or repairs.

Access Control System Support

- Provide operational support for Access Control devices (door controllers, readers,

biometrics, card access).

- Troubleshoot access issues, device failures, and network/power problems.

- Assist in adding/removing users, badge assignment, and permissions.

- Monitor access logs and system alerts.

- Coordinate with physical security or vendors for maintenance.

Power BI Skills

- Create and maintain dashboards and reports.

- Extract and clean data from Zoho, Excel, or internal IT systems.

- Automate recurring reporting tasks.

- Optimize and enhance existing dashboards.

Zoho Skills

- Work with Zoho Desk, Zoho Inventory, Zoho Creator, Zoho CRM.

- Manage tickets, assets, workflows, and reports in Zoho.

- Customize forms, automate workflows, and support integrations.

Documentation & Process

- Maintain ticket logs, SOPs, troubleshooting guides.

- Follow ITIL best practices (Incident, Change, Problem Management).

- Prepare MIS reports using Zoho or Power BI.

Required Skills & Qualifications

- Bachelor’s degree in IT or equivalent.

- 2–5 years of L2 desktop support experience.

- Strong knowledge of Windows OS, macOS, MS Office, AD, O365, and networking.

- Experience with VC & AV systems.

- Working knowledge of Power BI.

- Experience with Zoho applications.

- Experience supporting CCTV and Access Control systems.

- Strong communication and troubleshooting skills.

Preferred Skills

- ITIL certification/MCSE.

- Experience with Intune/SCCM/JAMF.

- Basic scripting (PowerShell/Python).

- Exposure to Azure or AWS cloud systems.

Key Attributes

- Strong analytical and problem-solving skills.

- Ability to work independently and handle escalations.

- Detail-oriented, proactive, and customer-service focused.

- Commitment to reliability, confidentiality, and service quality.

Job Types: Full-time, Part-time

Pay: ₹29,499.42 - ₹49,652.32 per month

Work Location: In person