Technical end user support-L2

Job Description: Technical / End User Support Engineer L2

Location: Delhi
Experience: 5–6 Years
Job Level: L2
Work Mode: Work from Office – 5 Days/Week (Rotational Support)

Role Overview

Responsible for providing L2 support for end user computing environments, handling escalated incidents, performing advanced troubleshooting, and ensuring SLA adherence. The role focuses on resolving complex issues, supporting L1 teams, and maintaining service quality across user devices and applications.

Key Responsibilities

• Provide L2 support for end user devices (desktops, laptops, peripherals)
• Perform advanced troubleshooting for OS, applications, and hardware issues
• Handle installation, configuration, and upgrades of end user systems
• Manage OS patching, updates, and system optimization
• Provide support for MS Office, email clients, and enterprise applications
• Ensure endpoint security compliance, including antivirus updates and system hardening
• Monitor and manage ticket queues and SLA adherence
• Act as escalation point for L1 issues, ensuring timely resolution
• Coordinate with L3 teams, vendors, and OEMs for complex issues
• Perform root cause analysis (RCA) for recurring incidents
• Maintain documentation, SOPs, and knowledge base updates
• Support asset management, inventory tracking, and reporting
• Ensure proper incident lifecycle management and reporting

Qualifications

• BE / B.Tech / M.Tech / MSc / MCA [IT background only (Electrical/electronic/Computer science/Information Technology only)]

Experience & Skills

• 3–5 years of experience in end user support / desktop support

Technical Skills:

• Strong knowledge of OS installation, troubleshooting, and patching
• Experience with MS Office, email clients, and enterprise applications
• Advanced troubleshooting of hardware and break-fix issues
• Knowledge of endpoint security and antivirus management
• Familiarity with ITSM tools and ticket lifecycle management
• Understanding of networking concepts (LAN, Wi-Fi, IP addressing)
• Experience in SLA monitoring and incident management

Preferred

• Experience in enterprise IT support environments
• Exposure to remote support tools and automation
• Familiarity with ITIL processes and service management frameworks

Key Competencies

• Strong analytical and troubleshooting skills
• Excellent communication and user handling abilities
• Ability to manage escalations and high-priority incidents
• Attention to detail and process adherence
• Ability to work in dynamic, user-facing environments