Desktop Support Engineer L2

13 hours ago

Bengaluru, Karnataka, India 2a1f5669-8d0a-420e-9a97-80bbc95601a9 Full time ₹ 30,000 - ₹ 35,000 per year

Role Summary

The VIP Desktop Support Engineer (L2) provides high-priority, white-glove IT support to senior leadership, executives, board members, and critical business users. This role demands excellent communication skills, strong technical expertise, confidentiality, and the ability to deliver fast, reliable resolutions with minimal downtime.

Key ResponsibilitiesExecutive / VIP Support

  • Deliver personalized, end-to-end technical support to executives and VIP users.
  • Provide on-site support, desk-side assistance, and remote support as required.
  • Maintain high availability for urgent or time-sensitive issues.
  • Offer proactive support by monitoring VIP devices and addressing issues before impact.
  • Set up and support executive meetings, conference rooms, video conferencing systems (Zoom/Teams/WebEx).
  • Handle confidential data and executive communication with discretion and professionalism.

Technical Troubleshooting (L2 Level)

  • Manage escalated issues involving:
  • Windows/Mac OS
  • System crashes, performance issues
  • Outlook/O365 issues, mailbox setup, calendar sync
  • VPN, Wi-Fi, network connectivity
  • Printer, mobile devices (iOS/Android), accessories
  • Diagnose complex hardware/software issues and provide quick resolution.
  • Support for executive devices such as iPads, tablets, smartphones, and secondary laptop setups.

System Administration & Tools

  • Manage Active Directory: password resets, group membership, access rights.
  • Support O365 admin activities, MFA, Teams, OneDrive sync, SharePoint access.
  • Device provisioning, system imaging, OS updates, patching.
  • Support with tools like SCCM, Intune, JAMF (for Mac), EDR/Antivirus solutions.
  • Monitor and manage endpoint security and device compliance.

Collaboration & Incident Management

  • Work with Network, Security, and Application teams for advanced escalations.
  • Prioritize VIP tickets and ensure closure within aggressive SLAs.
  • Create and maintain SOPs, knowledge base articles, and executive support documentation.
  • Conduct root cause analysis (RCA) for recurring VIP issues.

Soft Skills / Behavioural Expectations

  • Exceptional communication and people-handling skills.
  • High level of patience, empathy, and professionalism.
  • Ability to handle pressure and deliver zero-downtime support.
  • Strong sense of confidentiality and trustworthiness.

Required Skills & Experience

  • 3–5+ years of desktop support experience, with at least 1+ year in VIP/Executive Support.
  • Strong knowledge of:
  • Windows 10/11 & Mac OS
  • Outlook/O365
  • AD, DNS, DHCP, VPN
  • Laptop hardware troubleshooting
  • Familiarity with video conferencing systems and AV setups.
  • Experience with mobile device management (Intune, AirWatch, JAMF).

Preferred Certifications

  • ITIL Foundation
  • Microsoft MD-100/MD-101
  • Apple ACSP / Jamf Certified Associate
  • CompTIA A+ / Network+

Job Type: Full-time

Pay: ₹30, ₹35,000.00 per month

Benefits:

  • Health insurance

Work Location: In person

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