Job Title: End User L2 Engineer
Location: Mumbai
Experience Required: Minimum 5 years
Job Summary:
We are seeking a skilled and experienced End User L2 Engineer to provide advanced technical support for end-user computing environments. The ideal candidate will have a strong background in troubleshooting desktop, laptop, and Apple devices, managing video conferencing systems, resolving LAN connectivity issues, and supporting office applications. Experience in handling VIP users with professionalism and discretion is essential.
Key Responsibilities:
- Provide L2 support for desktops, laptops, and Apple devices (macOS, iOS).
- Troubleshoot and resolve issues related to:
- Microsoft Office Suite (Outlook, Excel, Word, Teams)
- Proxy and VPN configurations
- Video conferencing tools (Zoom, MS Teams, WebEx, etc.)
- Manage and support VIP users with high responsiveness and confidentiality.
- Perform remote and on-site troubleshooting through diagnostic techniques and pertinent questions.
- Escalate unresolved issues to appropriate internal teams or vendors.
- Maintain documentation of issues and resolutions in the ticketing system.
- Create and update SOPs and knowledge base articles.
- Collaborate with other IT teams to ensure seamless support and service delivery.
Required Skills & Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Minimum 5 years of experience in end-user support or desktop engineering.
- Strong knowledge of Windows and macOS environments.
- Experience with enterprise tools like Active Directory, SCCM, and ITSM platforms (e.g., ServiceNow).
- Excellent communication and interpersonal skills.
- Ability to handle high-pressure situations and irate users with empathy and professionalism.
- ITIL certification (preferred).
Preferred Attributes:
- Experience working in large enterprise environments.
- Prior experience supporting C-level or VIP users.
- Certifications such as Microsoft Certified: Modern Desktop Administrator Associate, Apple Certified Support Professional (ACSP), or similar.
