Description

Job Summary: The Desktop Engineer L2 is responsible for providing advanced technical support to end users, troubleshooting hardware and software issues, managing IT assets, ensuring compliance with organizational policies, and supporting IT infrastructure operations. The role acts as an escalation point for L1 support teams and ensures timely resolution of incidents and service requests.

Key Responsibilities End User Support Provide Level 2 technical support for desktops, laptops, printers, mobile devices, and peripherals. Troubleshoot and resolve hardware, software, operating system, and application-related issues. Support Microsoft Windows operating systems and Microsoft 365 applications. Handle incident, service request, and problem management activities through ITSM tools. Maintain SLA compliance and ensure timely ticket closure. Device Management Install, configure, and upgrade desktops, laptops, and related hardware. Perform OS deployments and image management using SCCM/Intune or similar tools. Manage software installations, updates, and patch deployments. Support remote users through remote assistance tools. Asset Management Maintain accurate asset inventory records. Track IT assets from procurement to disposal. Conduct periodic asset audits and ensure compliance with asset management policies. Coordinate laptop allocation, replacement, and recovery activities. Security & Compliance Ensure endpoint security compliance, including BitLocker, antivirus, and patch management. Support vulnerability remediation and security audits. Manage user access and permissions in line with security policies. Infrastructure Support Support Active Directory user and computer administration. Troubleshoot issues related to network connectivity, VPN, Wi-Fi, printers, and email. Coordinate with infrastructure, security, and application teams for issue resolution. Support conference room VC devices and collaboration tools (Teams, Zoom, Webex).

 Required Skills Technical Skills Windows 10/11 Administration Microsoft 365 (Outlook, Teams, OneDrive, Office Apps) Active Directory & Azure AD SCCM/MECM, Intune, Autopilot Endpoint Security Solutions BitLocker Management Basic Networking (TCP/IP, DNS, DHCP, VPN) ITSM Tools (ServiceNow, Fresh service, Jira Service Management) Hardware Troubleshooting (Dell, Lenovo, HP) Soft Skills Strong troubleshooting and analytical skills. Excellent verbal and written communication. Customer-focused approach. Ability to manage multiple priorities. Strong documentation and reporting skills. Team collaboration and stakeholder management. Experience & Qualifications Bachelor's degree in Computer Science, Information Technology, or related field. 3–6 years of experience in Desktop Support/End User Computing. Experience supporting enterprise users across multiple locations. Relevant certifications preferred: Microsoft Certified: Modern Desktop Administrator Associate ITIL Foundation CompTIA A+ MD-102 Endpoint Administrator Key Performance Indicators (KPIs) SLA Adherence = 95% First Contact Resolution Rate Ticket Closure Quality Asset Inventory Accuracy User Satisfaction Score (CSAT) Security Compliance Adherence Incident Resolution Time Knowledge Base Contributions

Key Skills

Education

Any Graduate