End User Support L2 - Bangalore, Karnataka, India

Role: End User Support L2

Employment Type: Full-time Permanent

Location: Bangalore, Karnataka, India

Experience: 7–10 Years (L2 Level / Team Lead / Team Management)

Notice Period: Immediate – 15 Days Maximum (Not more than 15 days)

Shift: 12 x 6

Interview Mode: Face-to-Face (Mandatory)

Important Instructions

• Notice Period: Immediate to 15 days maximum. Please do not apply if your notice period exceeds 15 days.
• Location:Only Bangalore-based candidates who can attend the Face-to-Face interview will be considered. This is mandatory.
• Offer Status: Please apply only if you are not holding any offer and are not expecting any other offers.

Job Description

We are looking for an experienced End User Support L2 Engineer with 7–10 years of experience in End User Computing (EUC), Desktop Support, and Team Management. The ideal candidate should have strong hands-on experience in advanced desktop support, patch management, VIP support, ITSM tools, and SLA-driven service delivery. This role also requires leading a small support team, managing service desk operations, and ensuring an excellent end-user experience while adhering to ITIL processes and operational excellence.

Screening Parameters

Please screen candidates based on the following mandatory skills:

• Experience in leading a support team.
• Good understanding of Service Level Agreements (SLA).
• Hands-on experience with Patch Management tools such as Intune, SCCM, or ManageEngine Patch Manager.
• Experience supporting VIP users or executive users.
• Strong knowledge of Windows and Macintosh (macOS).
• Linux knowledge will be an added advantage (Not Mandatory).

Note

• Excellent communication skills are mandatory.
• Submit only high-quality and relevant profiles.
• Face-to-Face interview is mandatory.
• Please assess the candidate's communication skills by asking them to give a brief personal introduction before submission.

Job Summary

The Desktop Support L2 Engineer acts as an escalation point for L1 issues and oversees day-to-day Service Desk operations. This role combines advanced technical troubleshooting with operational management, including incident handling, shift coordination, people management, and reporting. The L2 Engineer ensures SLA compliance, process adherence, and continuous improvement while maintaining an excellent customer experience.

Key Responsibilities

• Provide deskside support for hardware and software issues, including break-fix and printer troubleshooting.
• Perform IMACD support for workstations and peripherals for new and existing employees.
• Handle repair, resolution, and complete replacement of hardware devices at designated locations.
• Ensure software compliance across enterprise endpoints.
• Perform Patch Management using SCCM, Intune, ManageEngine Patch Management, or similar tools.
• Support AV/VC troubleshooting for meeting rooms and events.
• Deliver basic Microsoft O365 troubleshooting for end users.
• Work with EUC automation tools such as Nexthink and Anakage.
• Log and manage incidents and requests using ITSM tools like BMC Helix.
• Communicate effectively via calls, email, and ITSM platforms.
• Ensure compliance with ITIL processes throughout the incident and service request lifecycle.
• Create and maintain SOPs and Knowledge Base articles.
• Provide dedicated support to VIP users.
• Manage a team of 3–4 support engineers.
• Handle projects such as migration, patching, and deployment activities.

Technical Skills

• Strong knowledge of Windows OS, Microsoft Office, and Macintosh (macOS) troubleshooting.
• Experience in hardware repair and replacement (desktops, laptops, printers).
• Knowledge of software compliance management.
• Familiarity with AV/VC systems and conferencing tools.
• Experience with ITSM tools (BMC Helix preferred).
• Knowledge of EUC automation tools such as Nexthink and Anakage.
• Basic wired and wireless network troubleshooting.
• Knowledge of VPN clients, endpoint security, and device management.

Educational Qualification

• Bachelor's Degree in Computer Science, Information Technology, or a related field.
• Postgraduate qualification will be an added advantage.
• ITIL Foundation, CompTIA A+, or equivalent certifications are preferred.

Soft Skills

• Excellent verbal and written communication skills in English.
• Strong customer service orientation and professional etiquette.
• Ability to work under pressure and manage multiple priorities.
• Strong analytical and problem-solving skills.
• Proactive attitude with excellent teamwork and collaboration skills.