Customer Support Engineer-L2

Customer Support Engineer (L2)

About The Company

Swan Solutions & Services Pvt. Ltd. is a leading IT Infrastructure and Digital Transformation company with over 36 years of industry experience. Headquartered in Mumbai, Swan is a ₹1,749+ Crore organization delivering innovative IT Infrastructure, Cloud, Cybersecurity, Networking, and Managed Services to leading BFSI, PSU, Enterprise, and Corporate customers. We are technology partners with HP, Cisco, Microsoft, VMware, NetApp, and other global OEMs.

About The Role

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
• ITSM Tools (ServiceNow, Freshservice, ManageEngine preferred)
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
  
  

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.

What We Offer

• Opportunity to work with enterprise IT infrastructure and leading technologies.
• Exposure to Microsoft, networking, endpoint security, and collaboration platforms.
• Opportunity to work with leading enterprise and corporate customers.
• Collaborative and technology-driven work environment.
• Career growth through continuous learning and challenging assignments.
• Hands-on experience across end-user support, infrastructure, and enterprise IT operations.
  
  

Ready to Join Us

If you are passionate about customer support, enterprise IT infrastructure, and delivering exceptional technical support, we'd love to hear from you.

Apply today and become a part of Swan Solutions & Services Pvt. Ltd.