We are looking for a dedicated and experienced End User Support L2 Engineer to provide second-level support for all end-user IT-related issues. The candidate must be CCNA certified, with a strong understanding of networking, hardware, and enterprise support systems. You will be responsible for troubleshooting escalated issues, supporting desktop and network environments, and ensuring a seamless IT experience for users.
Key Responsibilities:
- End User Technical Support
o Provide hands-on support for desktops, laptops, printers, scanners, biometric/attendance systems, Barcode scanner, ǪR/Barcode Printers and conference room equipment (projectors, TVs, audio systems, etc.).
o Assist users in day-to-day operations of Microsoft 365 tools including OneDrive, SharePoint, Outlook, Teams, etc.
o Guide users on common software installations and resolve application-related issues (PDF tools, browser settings, printer drivers, etc.).
System Configuration G Deployment
o Configure laptops and desktops as per company IT policy and defined software baseline.
o Ensure proper asset tagging and labeling before system handover to users.
o Join eligible systems to Active Directory based on company policy and user profile.
o Ensure installation and activation of Antivirus/EDR solutions (e.g., CrowdStrike, Defender, etc.).
Hardware G Peripheral Troubleshooting
o Perform basic hardware diagnosis and troubleshooting (RAM, HDD, cables, display, power, etc.).
o Perform basic network diagnosis. Do internal coordination with Network team if it is network issue.
o Coordinate with OEM/vendor for parts replacement under warranty (if applicable).
o Support for printer maintenance, toner replacement, and troubleshooting printing issues.
Helpdesk Ticketing and SLA Compliance
o Acknowledge and act on tickets assigned via the Helpdesk tool (ManageEngine ServiceDesk Plus or equivalent).
o Update ticket progress and provide regular feedback to the Helpdesk coordinator and end-user.
o Ensure timely resolution of all tickets within defined SLA timelines.
o Escalate unresolved or delayed issues to the next level in the support hierarchy.
Asset Management Support
o Maintain and update asset information related to assigned systems and peripherals.
o Coordinate with the Helpdesk/Asset team for movement, reallocation, or disposal of IT assets.
o Support in physical verification, tagging, and reconciliation of IT inventory.
Required Skills & Qualifications:
- Bachelor’s degree in IT, Computer Science, or a related field (preferred).
- Minimum 4 years of experience in End User IT Support or Desktop Support roles.
- CCNA Certification is mandatory.
- Strong knowledge of Windows OS, Active Directory, Office 365, and standard desktop applications.
- Experience with networking concepts and troubleshooting (LAN, WAN, DHCP, DNS, etc.).
- Hands-on experience with system imaging, antivirus, and backup software.
- Familiarity with ticketing systems (e.g., ServiceNow, Jira, Freshservice).
- Excellent verbal and written communication skills.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
Job Types: Full-time, Permanent
Pay: ₹27,000.00 - ₹30,000.00 per month
Benefits:
Work Location: In person
