Desktop supoort engineer L2

23 hours ago

Gurgaon, Haryana, India Smashr Global Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title: L2 End User IT Support Engineer

Department: IT / Hardware / Technical Support

Role Category: IT Hardware, Technical Support, Telecom Engineering

Role: L2 Support Engineer

Job Description:

We are looking for an experienced L2 End User IT Support Engineer to manage day-to-day IT operations, provide advanced troubleshooting, and ensure smooth functioning of IT systems, devices, and networks within the organization. The candidate will be responsible for handling escalations from L1 engineers, supporting CXO-level users, and coordinating with the L3 support team for complex issues.

Key Responsibilities:

  • Handle all day-to-day IT operational tasks including troubleshooting and maintenance of computers, printers, scanners, telephones, headsets, and other IT equipment.
  • Provide IT Infrastructure Support, including OS installation and troubleshooting for Windows and macOS systems.
  • Manage and resolve ITSM Tool (ManageEngine preferred) tickets within defined SLAs.
  • Perform remote support using standard tools (RDP, AnyDesk, TeamViewer, etc.).
  • Manage asset inventory and ensure accurate documentation.
  • Troubleshoot issues related to network connectivity (LAN/WAN/Wi-Fi).
  • Install and configure printers, scanners, and peripheral devices.
  • Support and maintain meeting room audio & video devices, ensuring smooth operation.
  • Address and resolve email configuration issues (Outlook/Exchange).
  • Provide advanced support to CXO/Senior Management users.
  • Coordinate with L3 Support Team for critical issues and escalations.
  • Handle technical escalations from L1 Engineers on-site.
  • Manage patch updates, antivirus, and software installations on all user systems.
  • Perform regular system health checks and ensure preventive maintenance.
  • Maintain logs and documentation for all technical activities and solutions.

Technical Skills:

  • End User IT Support (L2 Level)
  • OS Installation & Troubleshooting (Windows, macOS, Windows Server - optional)
  • Network Troubleshooting (LAN/WAN/Wi-Fi)
  • Printer, Scanner & Peripheral Configuration
  • MS Office & Application Installation
  • ITSM Tool Handling (ManageEngine preferred)
  • Patch Management, Antivirus Installation
  • Asset Inventory Management
  • Remote Support Tools (RDP, AnyDesk, TeamViewer)
  • Email Configuration & Troubleshooting
  • Meeting Room Audio/Video Device Support

Experience:

  • 45 years of hands-on experience in End User IT Support within a fast-paced or high-pressure environment.

Desired Candidate Profile:

  • Self-motivated, proactive, and performance-driven.
  • Excellent communication and customer service skills.
  • Strong coordination abilities with internal teams, vendors, and end users.
  • Ability to handle technical escalations and multitask effectively.
  • Willing to work in a 6-day working pattern.

Education Qualification:

  • Graduate in B.Sc. IT / BCA / MCA / BE / B.Tech (Computer Science / IT) or equivalent.Role & responsibilities

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