Job Description – Desktop Support Engineer

Experience: 5–7 Years

Location: Bangalore

Job Summary

We are looking for an experienced L2 Desktop Support Engineer to provide advanced technical support for end-user computing environments. The ideal candidate should have strong hands-on experience in troubleshooting desktop, laptop, hardware, software, operating system, network, and peripheral-related issues. The candidate will be responsible for resolving escalated technical issues, supporting users, and ensuring smooth IT operations.

Key Responsibilities

Provide Level 2 technical support for desktops, laptops, and other end-user devices.

Troubleshoot and resolve complex hardware, software, operating system, and application-related issues.

Install, configure, upgrade, and maintain Windows operating systems, applications, and end-user devices.

Support and troubleshoot issues related to Microsoft Office, Outlook, Teams, VPN, printers, scanners, and other peripherals.

Diagnose and resolve basic network connectivity issues, including LAN, Wi-Fi, DNS, and VPN.

Handle escalated tickets from the L1 support team and ensure timely resolution within defined SLAs.

Perform desktop imaging, software deployment, patching, and system configuration.

Manage user accounts, access permissions, and password-related issues using Active Directory and other identity management tools.

Support onboarding and offboarding activities, including system setup and asset allocation.

Maintain IT asset inventory and documentation for hardware and software.

Coordinate with internal IT teams and external vendors for issue resolution and replacement of faulty equipment.

Document incidents, resolutions, and technical procedures in the ticketing system and knowledge base.

Ensure adherence to IT security policies, processes, and organizational standards.

Required Skills

5–7 years of experience in Desktop Support / IT Support / End User Computing Support.

Strong knowledge of Windows 10/11 and desktop/laptop troubleshooting.

Hands-on experience with Active Directory, Office 365/Microsoft 365, Outlook, Teams, and VPN support.

Good understanding of hardware troubleshooting, including desktops, laptops, printers, and other peripherals.

Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, LAN, and Wi-Fi.

Experience working with ITSM/ticketing tools such as ServiceNow, Remedy, Jira, or similar tools.

Familiarity with software installation, deployment, patching, and desktop imaging.

Exposure to endpoint management tools such as SCCM, Intune, or similar tools will be an advantage.

Strong troubleshooting, analytical, and problem-solving skills.

Good communication and customer-handling skills.