Hiring For End User Support

Role & responsibilities :

We are looking for an experienced and customer-focused L2 Desktop Support & System Engineer to join our IT Operations team. The ideal candidate will be responsible for providing advanced technical support for end-user computing environments, Microsoft 365, Google Workspace, endpoint management, identity and access management, hardware life cycle, and enterprise collaboration platforms.

The role demands a strong understanding of Windows administration, enterprise endpoint security, patch management, automation, and ITIL processes. The successful candidate should be capable of independently troubleshooting complex technical issues, supporting business-critical users, implementing standard IT policies, and collaborating with cross-functional teams to ensure high availability of IT services.

Preferred candidate profile

End User Computing & Desktop Engineering

• Administer, maintain, and support enterprise Windows desktop and laptop environments throughout their lifecycle.
• Install, configure, upgrade, and troubleshoot Windows operating systems, enterprise applications, and productivity software.
• Perform operating system deployment, driver installation, disk management, system optimization, and user profile migration.
• Evaluate application compatibility, security, and deployment requirements before implementation.
• Develop and maintain standardized desktop builds and endpoint configurations.
• Create and maintain SOPs, technical documentation, and knowledge articles.

Identity & Endpoint Administration

• Manage Active Directory and Microsoft Entra ID users, groups, devices, and access.
• Perform onboarding, offboarding, password resets, access provisioning, and group management.
• Configure and troubleshoot Group Policies, Intune synchronization, compliance, and device enrollment.
• Ensure endpoint configurations comply with organizational security standards.

Endpoint Management & Automation

• Administer WSUS, Microsoft Intune, ManageEngine Endpoint Central, BigFix, or equivalent endpoint management tools.
• Deploy operating system updates, third-party patches, software packages, and configuration policies.
• Develop PowerShell or batch scripts to automate administrative tasks and software deployments.
• Monitor endpoint health and drive operational improvements through automation.

Endpoint Security & Compliance

• Manage antivirus/EDR solutions, BitLocker encryption, USB restrictions, and endpoint hardening.
• Maintain endpoint compliance with security baselines.
• Support vulnerability remediation and security incident response.

Microsoft 365 & Collaboration Services

• Administer Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Microsoft Entra ID, and Intune.
• Manage mailboxes, licenses, MFA, Conditional Access, shared mailboxes, distribution groups, and mobile device management.
• Troubleshoot mail flow, Teams, SharePoint, and OneDrive issues.

Google Workspace Administration

• Administer Google Workspace users, Groups, Shared Drives, Google Vault, Google Chat, Google Meet, GCPW, and Context-Aware Access.
• Manage licensing, MFA, and Workspace security settings.

Hardware & Asset Lifecycle Management

• Diagnose and resolve desktop, laptop, printer, and peripheral hardware issues.
• Coordinate OEM warranty cases and vendor escalations.
• Maintain asset inventory and recommend hardware upgrades.

Network & Remote User Support

• Troubleshoot LAN, WAN, Wi-Fi, VPN, DNS, DHCP, and ISP-related issues.
• Provide remote support using RDP, AnyDesk, TeamViewer, or Quick Assist.
• Deliver professional support to VIP and international users.

Incident, Change & Service Management

• Manage incidents, service requests, and changes using ServiceNow or equivalent ITSM tools.
• Perform root cause analysis, maintain documentation, and ensure SLA compliance.

Collaboration & Stakeholder Management

• Collaborate with Infrastructure, Network, Cloud, Security, Database, and Application teams.
• Coordinate with Microsoft, Google, OEMs, ISPs, and third-party vendors.
• Mentor L1 engineers and contribute to continuous service improvement.

Required Technical Skills

• Windows 10/11 Administration
• Active Directory & Microsoft Entra ID
• Microsoft 365 Administration
• Exchange Online
• Microsoft Intune
• Google Workspace Administration
• PowerShell Scripting
• WSUS / ManageEngine Endpoint Central / BigFix
• BitLocker & Endpoint Security
• ServiceNow or equivalent ITSM
• Remote support tools
• Basic networking (DNS, DHCP, VPN, TCP/IP)

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 36 years of enterprise desktop engineering or endpoint administration experience.
• ITIL Foundation certification preferred.
• Microsoft 365, Intune, Azure, or Google Workspace certifications are advantageous.

Key Competencies

• Strong troubleshooting and analytical skills.
• Excellent communication and customer service.
• Ownership and accountability.
• Ability to work independently and collaboratively.
• Experience supporting executive and global users.
• Commitment to continuous learning.