End User Support L2 ( Experience - 7-10 Years/L2 level of exposure/ Team lead/Management )

Role: End User Support L2 

Experience - 7-10 Years/L2 level of exposure/ Team lead/management

Location – Bangalore, Karnataka

Fulltime Permanent 

Notice Period: Immediate – 1 Month Max

Shift: 12x6 

Interview Process

Round 1: Virtual Interview

Round 2: Face-to-Face Interview at Sony Office

Round 3: Final Discussion / Client Round

Screening Parameters:  Please screen the profiles for EUS L2 based on the below skill set:-

1. They should be leading a team.
2. They have good knowledge of SLA
3. Candidate should have experience in patching (Intune or SCCM, or Manage Engine PMP, etc)
4. Experience in handling VIP or similar types of users
5. Good knowledge of Windows and Macintosh. Linux would be an additional skillset, but not mandatory.

Note:

• Communication should be good.
• Need only good quality profiles.
• Face-to-face round is mandatory.
• Also, please assess their minimum communication skills by asking them to give a brief personal introduction. I believe this will help in evaluating them better.

END USER SUPPORT – L2 DESKTOP SUPPORT ENGINEER

Location: Bangalore

Shift: 12x6

Experience: 4-5 years

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JOB SUMMARY:

The Desktop Support L2 engineer acts as an escalation point for L1 issues and oversees day-to-day operations of the service desk. 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. The role requires hands-on support across diverse environments, including Windows and Macintosh, with expertise in patch management, automation, and problem resolution.

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KEY RESPONSIBILITIES:

- Provide deskside and remote support for hardware and software issues, including break-fix, printer troubleshooting, and escalation management. 

- Deliver expert support for Macintosh (macOS) environments, ensuring seamless user experience across platforms. 

- Manage patching processes using tools such as SCCM, Intune, and ManageEngine Patch Management, ensuring timely and compliant updates. 

- Support VIP users with priority incident resolution and tailored support services. 

- Perform IMACD support for workstations and peripherals for new and existing employees, ensuring efficient onboarding and offboarding. 

- Handle and coordinate repair, resolution, and replacement of hardware devices at designated locations, engaging vendors as needed. 

- Ensure software compliance across enterprise users, maintaining adherence to licensing and security policies. 

- Support AV/VC systems and conferencing tools for meetings and events, especially for VIPs, ensuring smooth operation. 

- Deliver basic troubleshooting for Office 365 applications and collaborate on EUC automation initiatives using tools such as Power Automate, Nexthink, and Anakage. 

- Leverage Nexthink analytics for monitoring, troubleshooting, and proactive issue resolution. 

- Log, track, and manage tickets through ITSM tools like BMC Helix, ensuring accurate documentation and timely resolution. 

- Communicate effectively via calls, email, and ITSM channels for incident and request management, maintaining professional stakeholder engagement. 

- Ensure compliance with ITIL processes throughout incident and service request lifecycles, contributing to process improvements. 

- Create, update, and maintain SOPs and Knowledge Base articles to facilitate knowledge sharing and operational consistency. 

- Lead and mentor a team of 3-4 members, fostering skill development and best practices. 

- Handle projects such as migration, patching, and system upgrades, coordinating with relevant teams to ensure successful delivery. 

- Analyze, diagnose, and resolve complex technical incidents independently, demonstrating strong problem-solving skills. 

- Conduct root cause and trend analysis, preparing reports for business stakeholders to inform continuous improvement initiatives. 

- Participate in change management activities, ensuring error prevention and compliance with organizational standards. 

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TECHNICAL SKILLS:

- Strong hands-on experience supporting Windows OS, MS Office, and Macintosh (macOS) troubleshooting. 

- Expertise in identifying hardware issues and engaging vendor/asset teams for replacement of desktops, laptops, and printers. 

- Proficiency in patch management using SCCM, Intune, and other tools, with experience in managing patch deployment and compliance. 

- Hands-on experience supporting Macintosh environments, ensuring compatibility and user support. 

- Familiarity with AV/VC systems and conferencing tools for seamless meeting support. 

- Knowledge of ITSM tools such as BMC Helix, with experience in ticket management and process adherence. 

- Experience with EUC automation tools like Power Automate, Nexthink, and Anakage for process optimization and monitoring. 

- Basic network troubleshooting skills, including wired and wireless connectivity issues. 

- Understanding of VPN clients, endpoint security, device management, and security best practices. 

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EDUCATION QUALIFICATION:

- Graduate in Computer Science, Information Technology, or related field. 

- Postgraduate degree is an advantage. 

- Certifications such as ITIL Foundation, CompTIA A+, or equivalent are preferred. 

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SOFT SKILLS:

- Excellent communication skills and fluency in English (written and verbal). 

- Strong customer service orientation and professional etiquette. 

- Ability to work under pressure and manage multiple tasks efficiently. 

- Strong analytical and problem-solving skills, with the ability to diagnose complex issues independently. 

- Leadership qualities with experience mentoring team members and fostering knowledge sharing. 

- Proactive attitude and collaborative approach to team and stakeholder engagement.

Submit more CVs along with the skills matrix below:-

Skill or Category

Mandatory/Non-Mandatory

Evaluation Focus

Minimum Rating Scale (0-5)

Column1

Desk Side Services and Remote  Desktop Support

Mandatory

Ability to resolve escalated technical issues, manage user  support incidents, and deliver consistent end user support

4

Patch Management (SCCM/intune)

Mandatory

Experience in handling patching using intune/SCCM , PMP Patch  manager

4

MAC Environments

Mandatory

Hands-on experience supporting MAC environments

4

ITIL Processes and Frameworks

Non-Mandatory

Familiarity with ITIL practices, process improvement, and  service management frameworks

3

Automation tool and DEX  Nexthink Analytics

Mandatory

leveraging Nexthink analytics for monitoring and  troubleshooting. Knowledge on using Automation tool such as PowerAutomate etc

3

Troubleshooting and  Problem-Solving

Mandatory

Ability to analyze, diagnose, and resolve complex technical  incidents independently

4

Technical Documentation and  SOP Creation

Mandatory

Skill in creating and maintaining detailed Standard Operating  Procedures and technical documentation

3

Team Mentoring and Knowledge  Sharing

Mandatory

Experience mentoring and guiding team members, fostering  knowledge transfer and best practices

3

Communication and Stakeholder  Engagement

Mandatory

Effectiveness in communicating with team members,  stakeholders, and customers during escalations and meetings

3

Change Management and Error  Compliance

Mandatory

Participation in planning and implementing change orders,  ensuring compliance with human error prevention initiatives

2

Root Cause and Trend Analysis  Reporting

Mandatory

Ability to conduct root cause and trend analyses, and prepare  reports for business stakeholders

2

Large-Scale Multinational  Environment Experience

Non-Mandatory

Experience working within large, complex, and diverse  organizational structures

2

Automation Tools or Scripting

Non-Mandatory

Exposure to automation tools or scripting for process  optimization and efficiency improvements

2

Asset Management and Hardware Management (Including Printers)

Mandatory

Experience managing IT assets lifecycle and hardware troubleshooting, especially printers

2