Deskside Support Engineer L2 IN

Location: Bangalore, India
Work Model: Onsite

We are looking for a customer-focused Deskside Support Engineer L2 to provide onsite IT support to end users. The successful candidate will be responsible for troubleshooting and resolving hardware, software, and network-related issues while ensuring high-quality service delivery, adherence to SLAs, and excellent user experience.

• Provide onsite deskside support for laptops, desktops, workstations, and peripheral devices.
• Install, configure, troubleshoot, and maintain Windows operating systems and Microsoft Office applications.
• Diagnose and resolve hardware, software, and user-related issues within agreed SLA timelines.
• Perform laptop and desktop imaging, deployment, upgrades, and refresh activities.
• Install, configure, and support printers, scanners, docking stations, monitors, and other IT peripherals.
• Handle user account issues, including password resets and Active Directory support.
• Provide support for Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Troubleshoot basic network connectivity issues, including LAN, Wi-Fi, VPN, TCP/IP, DNS, and DHCP-related problems.
• Support meeting rooms, conference room equipment, and video conferencing platforms such as Microsoft Teams and Zoom.
• Coordinate with remote support teams, vendors, and third-party providers for incident resolution.
• Maintain accurate documentation of incidents, service requests, and asset updates in the ITSM tool.
• Perform asset management activities, including receiving, tagging, issuing, collecting, and tracking IT equipment.
• Support IMAC (Install, Move, Add, Change) activities.
• Ensure compliance with IT security policies, procedures, and operational standards.
• Participate in shift rotations, weekend support, and on-call support when required.

• 2–5 years of experience in Deskside Support, Desktop Support, or End User Computing (EUC).
• Strong knowledge of Windows 10/11 operating systems.
• Experience supporting Microsoft Office 365 applications and Microsoft Teams.
• Working knowledge of Active Directory and Azure Active Directory.
• Basic networking knowledge including TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN troubleshooting.
• Experience with endpoint management tools such as SCCM, Microsoft Intune, or similar platforms.
• Experience using ServiceNow or other IT Service Management (ITSM) tools.
• Hands-on experience supporting desktops, laptops, printers, and other peripherals.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication and customer service skills.

• Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field.
• IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified Professional, or equivalent are preferred.

• Excellent customer handling and communication skills.
• Ability to work independently and as part of a team.
• Strong organization, prioritization, and time management skills.
• Ability to work effectively in a fast-paced environment while meeting SLA requirements.

• Onsite customer support role.
• May require travel between customer locations.
• Flexibility to work in shifts, weekends, and provide on-call support when required.