Customer Support Engineer-L2

Job Summary

We are looking for an experienced Customer Support Engineer (L2) to provide end-user IT support and ensure seamless operations across enterprise environments. The role involves supporting Windows systems, Microsoft 365, Active Directory, networking, CCTV, EPABX/IP Telephony, biometric systems, and IT asset management while delivering exceptional customer service.

The ideal candidate should possess strong troubleshooting skills, excellent customer handling abilities, and experience supporting enterprise IT infrastructure in a fast-paced environment.

Location: Andheri (East), Mumbai

Department: IT Infrastructure

Employment Type: Yearly Contract Basis

Experience: 1-6 Years

Working Days: Monday to Saturday (2nd 4th Saturday Off)

Shift: Rotational Shift between 8:00 AM and 8:00 PM

Key Responsibilities

End User Customer Support

• Provide L2 support for end-user issues related to desktops, laptops, operating systems, and business applications.
• Troubleshoot Windows 10/11, Microsoft Office 365, Outlook, and Microsoft Teams issues.
• Resolve Outlook OST/PST, mail profile, synchronization, and email-related issues.
• Deliver timely support while ensuring a high level of customer satisfaction.

Active Directory Access Management

• Create, modify, and delete user accounts in Active Directory.
• Perform password resets, account unlocks, and Group Policy troubleshooting.
• Manage user permissions, shared folders, and printer access.

Network Connectivity Support

• Troubleshoot LAN, WAN, Wi-Fi, VPN, DNS, DHCP, and TCP/IP-related issues.
• Coordinate with internal networking teams and Internet Service Providers (ISPs) for issue resolution.
• Support users with connectivity-related incidents.

CCTV Support

• Install, configure, and troubleshoot CCTV cameras.
• Configure DVR/NVR systems and resolve camera connectivity and storage issues.
• Coordinate with vendors for maintenance and hardware support.

EPABX IP Telephony

• Configure and troubleshoot EPABX and IP Telephony systems.
• Manage extension creation, call routing, and handset-related issues.
• Coordinate with telecom vendors and service providers.

Biometric Access Control Systems

• Support biometric attendance and access control devices.
• Perform user enrollment, deletion, synchronization, and troubleshooting.
• Ensure proper functioning of access control systems.

Asset IT Operations

• Manage IT asset allocation, tracking, and inventory.
• Perform OS installation, system imaging, patch management, and upgrades.
• Coordinate with vendors for desktops, laptops, CCTV, EPABX, biometric devices, and other IT hardware.

Security Compliance

• Install and maintain antivirus and endpoint protection solutions.
• Support basic backup and recovery activities.
• Ensure compliance with organizational IT security policies and standards.

Documentation Reporting

• Maintain IT documentation, Standard Operating Procedures (SOPs), and asset records.
• Prepare incident reports, Root Cause Analysis (RCA), and operational documentation.
• Maintain accurate service records and support documentation.

Required Skills

• Windows 10 Windows 11 Administration
• Microsoft Office 365
• Microsoft Outlook Teams
• Active Directory Group Policy
• Basic Networking (TCP/IP, DNS, DHCP, VPN)
• CCTV (DVR/NVR Configuration Troubleshooting)
• EPABX / IP Telephony
• Biometric Attendance Access Control Systems
• IT Asset Management

Preferred Qualification

Any Graduate in Information Technology, Computer Science, Engineering, or a related field.

Experience working in enterprise IT support, customer support, or managed services environments will be an added advantage.

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