Desktop Support Engineer 2

Job description

Job Title: L2 Local IT Desktop Support Location - Gurgaon Head Office - Pune GTEC Site Work Mode - Onsite (No Work From Home Facility) Work Schedule - 6 Days Working - Sunday Fixed Off - No Food or Cab Facility Provided Experience Required - Minimum **3+ years of experience** in IT Desktop Support. - Hands-on experience in troubleshooting and end-user support within a **corporate or manufacturing environment**. - Experience in handling escalations, VIP support, and SLA-driven environments. Key Responsibilities End-User & Desktop Support - Provide **Level 2 (L2) technical support** for desktops, laptops, operating systems, and peripheral devices. - Diagnose and resolve complex hardware and software issues with minimal supervision. - Support and troubleshoot local and network printers. Incident Management & Escalations - Handle escalations received from L1 support teams and ensure timely issue resolution. - Prioritize and resolve VIP user and high-priority incidents within defined SLA timelines. - Log, track, and update incidents, service requests, and changes through the ITSM platform. Root Cause Analysis (RCA) - Perform advanced troubleshooting using: - Windows Event Viewer - System Logs - Device Manager - Performance Monitoring Tools - Identify root causes and implement corrective actions to prevent recurring incidents. Collaboration & Infrastructure Support - Provide hands-and-feet support to Infrastructure, Network, and Server teams when required. - Collaborate with multiple resolver groups to drive issue closure and ensure effective communication with stakeholders. Audio-Visual & Meeting Room Support - Configure, monitor, and troubleshoot video conferencing and audio-visual systems in meeting rooms. - Ensure seamless support for business meetings and executive presentations. IT Operations & Compliance - Support operational IT activities, including: - Endpoint compliance monitoring (Antivirus, Patching, Encryption) - Physical IT asset verification and auditing - IT inventory/store stock management - User follow-ups for IT-related surveys and compliance activities Documentation & Reporting - Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and knowledge base articles. - Prepare regular reports on support activities, ticket trends, and operational metrics. Mandatory Technical Skills & Tool Experience ServiceNow - Incident, Service Request, and Change Management. - Ticket lifecycle management and SLA adherence. Active Directory - User account administration. - Password resets and account unlocks. - Group membership and access management. - Basic Group Policy understanding. Windows Administration & Troubleshooting - Windows 10/11 support and troubleshooting. - Event Viewer analysis. - System Logs interpretation. - Device and Driver management. - Basic networking and connectivity troubleshooting. Preferred Technical Skills & Tool Experience - **Tanium** Endpoint management and compliance monitoring. - **Microsoft SCCM** – Software deployment, patch management, and imaging. - **BigFix** – Endpoint management and patch deployment. - Remote support tools and endpoint management solutions. - Basic understanding of Network and Server infrastructure. Required Skills & Competencies - Excellent verbal and written communication skills. - Ability to effectively support VIP users and senior stakeholders. - Strong troubleshooting and analytical problem-solving skills. - Sound understanding of desktop hardware, operating systems, and networking fundamentals. - Ability to manage multiple priorities in a fast-paced environment. - Strong documentation, reporting, and process adherence skills. - Good understanding of ITIL and ITSM best practices. - Customer-focused approach with a commitment to service excellence. Preferred Certifications - ITIL Foundation Certification (Preferred) - CompTIA A+ - CompTIA Network+ (N+) - Microsoft Desktop Support or equivalent certifications (Added Advantage)