L2 Desktop Support / End User Support Engineer

Job Title: L2 Desktop Support Engineer

Experience: 6+ Years Total Experience (Minimum 5+ Years Relevant Experience)

Location: Hyderabad / Bangalore

Shift: Rotational / Night Shifts

Job Type: Contract Job Summary We are looking for an experienced L2 Desktop Support / End User Support Engineer to provide remote and on-site technical support to end users. The candidate will be responsible for troubleshooting desktop and end-user issues, supporting conferencing equipment, managing incidents and service requests, maintaining knowledge documentation, and coordinating with other technical teams for issue resolution.

Key Responsibilities

• Provide L2 remote technical support for end-user issues across in-scope locations.
• Troubleshoot and resolve issues related to desktops, laptops, peripherals, supported applications, and end-user devices.
• Assist end users in restoring lost or damaged files/data from backups, particularly data stored on shared drives.
• Provide remote support for video conferencing equipment and related technologies.
• Coordinate with on-site technical support teams to ensure incidents and service requests are resolved within agreed SLAs.
• Provide end users with instructions, guidance, and usage assistance for supported devices and software.
• Track and maintain IT equipment and spare inventory, including replenishment and servicing requirements.
• Document troubleshooting solutions, procedures, and resolutions for Break/Fix incidents in the knowledge base.
• Handle high-priority incidents and on-call support as required.
• Define and follow clear escalation procedures for end-user and service-related issues.
• Route unresolved incidents to appropriate L3/application support, Network, Security, or other specialized teams.
• Monitor assigned tickets and ensure timely resolution, communication, and closure.
• Maintain accurate incident and service request documentation in the ITSM/ticketing system.
• Follow established Order and Service Management processes and operational procedures.

Required Skills

• 5+ years of relevant experience in Desktop / End User Support with 6+ years of total IT experience.
• Strong experience in L2 Desktop Support / Technical Support.
• Hands-on troubleshooting of Windows desktops/laptops, peripherals, and end-user devices.
• Experience with Incident Management, Service Requests, and ITSM processes.
• Knowledge of file backup and data restoration procedures.
• Experience supporting video conferencing equipment.
• Good understanding of network, security, and application support escalation processes.
• Experience in maintaining IT asset/spare inventory.
• Strong troubleshooting, documentation, and problem-solving skills.
• Good communication and customer-handling skills.
• Willingness to work in rotational and night shifts and provide on-call support.

Preferred / Desirable Skills

• ITIL / ITSM knowledge or certification.
• Experience with tools such as ServiceNow, BMC Remedy, or similar ITSM platforms.
• Knowledge of Active Directory, Office 365/Microsoft 365, VPN, DNS, DHCP, and basic networking.
• Experience with Microsoft Teams, Zoom, Webex, or other conferencing solutions.
• Knowledge of Knowledge Management and KB documentation.
• Experience working in an enterprise/global support environment.

Key Skills for Sourcing

L2 Desktop Support | End User Support | Incident Management | Windows Troubleshooting | ITSM/ServiceNow | Remote Support Location: Hyderabad / Bangalore

Experience: 6+ Years

Shift: Rotational / Night Shift

Send the resumes at [email protected]