L2 EUC / Desk Side Support

Key Responsibilities:

• Provide onsite L2 end-user and desk-side technical support.
• Install, configure, troubleshoot, and maintain desktops, laptops, mobile devices, peripherals, and software.
• Handle Break/Fix, IMACD, data migration, device refresh, and deployment activities.
• Perform onsite software installations, configuration changes, and updates.
• Troubleshoot hardware, software, connectivity, and end-user issues.
• Manage assigned tickets and ensure timely resolution within defined SLAs.
• Provide regular updates to end users regarding ticket status.
• Coordinate with hardware/software vendors for warranty repairs and replacements.
• Work with Level 3 support teams and project teams on escalations, upgrades, and maintenance activities.
• Identify recurring issues and perform root cause analysis where required.
• Support onsite/offsite meetings and events, including coordination with IT/AV teams.
• Support disaster recovery and emergency IT activities when required.
• Participate in rotational on-call support, if required.
• Maintain knowledge base documentation and contribute to process improvements.
• Assist in training and mentoring junior/support team members.
• Ensure compliance with company policies, security controls, and regulatory requirements.
• Maintain a strong focus on customer satisfaction, First Call Resolution (FCR), and minimizing reopened/rejected tickets.

Required Skills:

• 2- 4.5 years of relevant IT/EUC support experience.
• Strong hands-on experience in Desk Side / Desktop Support.
• Experience working as an L2 support engineer.
• Strong troubleshooting skills across hardware, software, peripherals, and end-user devices.
• Experience with Break/Fix, IMACD, refreshes, data migration, and software installation.
• Good knowledge of ticketing systems and SLA-based support.
• Strong customer-facing and communication skills.
• Ability to independently troubleshoot and resolve technical issues.
• Experience coordinating with vendors and L3 support teams.
• Good documentation and knowledge management skills.
• Willingness to work in EST general day shift and support on-call activities when required.
• English language proficiency is required