Desktop Support L2/L3 Engineer+ITIL
Pune and Bangalore WFO 3 days
3 to 7 years AL2
Desktop Support L2/L3 Engineer (Career stage AL2)
Job Purpose:
We are seeking a skilled and experienced Desktop Support Engineer to provide advanced technical support and maintain our IT infrastructure. This role is crucial in ensuring seamless daily operations, requiring expertise in technical troubleshooting, operational management, and adherence to ITIL frameworks to deliver exceptional end-user service.
Key Responsibilities:
- Advanced Technical Support: Deliver L2 and L3 support for desktop hardware, software, and peripheral issues, minimizing downtime for end-users.
- Operational Management: Oversee daily IT functions, including system health monitoring, asset management, and workstation deployments.
- ITIL Process Adherence: Manage incidents, service requests, and changes in alignment with ITIL best practices to ensure structured and documented resolution paths.
- Infrastructure Maintenance: Install, configure, and upgrade operating systems (Windows/macOS) and enterprise software suites.
- Problem Triage: Identify and analyze recurring technical bottlenecks and conduct root cause analysis (RCA) to prevent future incidents.
- Collaboration: Work closely with network and server teams to address cross-functional infrastructure issues.
- Documentation: Maintain an updated knowledge base, including SOPs for common issues and operational procedures.
- Executive Support: Provide high-touch white glove support to senior leadership and critical business functions.
Requirements:
- Experience: Minimum of 6 years in Desktop Support or IT Operations within an enterprise environment.
- Operational Expertise: Strong understanding of the modern digital workplace, including VDI, VPN, and cloud-based collaboration tools.
- Process Knowledge: Comprehensive understanding of the ITIL lifecycle, including Incident, Request, Change, and Problem Management.
- Communication: Exceptional verbal and written communication skills, with the ability to articulate complex technical issues to non-technical stakeholders.
Personal Experience and Technical Skills:
- Troubleshooting: Expert diagnostic skills for hardware (laptops, desktops, printers) and software (Office 365, Teams, security tools).
- OS Proficiency: In-depth knowledge of Windows 10/11 and macOS environments.
- Tools: Familiarity with ITSM tools (ServiceNow, Jira Service Management) and endpoint management solutions (SCCM, Intune, or Jamf).
- Networking: Basic understanding of TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
- Soft Skills: High emotional intelligence, patience, and a customer-first attitude.
Minimum Requirements:
- Relevant Experience: 6 years or more.
- Academic Qualifications: Bachelor's degree in Computer Science, IT, or equivalent professional experience.
- Certifications (Preferred): ITIL Foundation (v3 or v4), CompTIA A+, or Microsoft Certified: Modern Desktop Administrator.
