Looking For Desktop support role_Mumbai

7 days ago

Mumbai, Maharashtra, India Pentagon System And Services Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Description Desktop Support L3 Engineer

Position Summary

We are looking for an experienced Desktop Support L3 Engineer to provide advanced technical support for end-user computing environments. The role involves handling complex incidents, escalations from L1/L2 teams, and performing root cause analysis to ensure long-term solutions. The L3 Engineer will also collaborate with infrastructure, network, and security teams to maintain a stable and secure IT environment.

Key Responsibilities

  • Provide L3 technical support for escalated incidents related to desktops, laptops, printers, and end-user applications.
  • Perform root cause analysis (RCA) and implement permanent fixes for recurring technical issues.
  • Troubleshoot and resolve complex hardware, software, OS (Windows, macOS, Linux), and network connectivity problems.
  • Administer Active Directory, Group Policies, DNS, DHCP, and user access management.
  • Manage Office 365, Exchange, Teams, OneDrive, and other productivity tools.
  • Use SCCM/Intune for patching, software deployment, and asset management.
  • Provide support for remote access technologies such as VPN, Citrix, and RDP.
  • Maintain endpoint security compliance with antivirus, encryption, and DLP tools.
  • Document solutions, create knowledge base articles, and support process improvements.
  • Mentor and guide L1/L2 engineers to improve first-call resolution rates.
  • Work closely with vendors and OEMs (HP, Dell, Microsoft, etc.) for issue escalations.
  • Ensure SLA compliance and ITIL process adherence for incident, change, and problem management.

Required Skills & Qualifications

  • Bachelors degree in Computer Science, Information Technology, or related field (preferred).
  • 5+ years of experience in desktop/end-user support, with at least 2+ years at L3 level.
  • Strong knowledge of Windows 10/11, macOS, and Linux troubleshooting.
  • Hands-on experience with Active Directory, Group Policies, O365, SCCM, Intune.
  • Proficiency in ticketing tools (ServiceNow, Remedy, JIRA).
  • Good understanding of TCP/IP, LAN/WAN, VPN, DNS/DHCP.
  • Knowledge of ITIL processes (Incident, Problem, Change Management).
  • Excellent communication, documentation, and customer service skills.

Preferred Certifications

  • ITIL Foundation v4
  • Microsoft Certified: Modern Desktop Administrator Associate

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