Senior Desktop Support Engineer

Job Description: Senior Desktop Support Engineer (L2)

Location: Gurugram 

Experience: 3–6 Years

Job Summary

We are looking for an experienced Senior Desktop Support Engineer (L2) to provide advanced technical support for desktop systems, laptops, operating systems, and IT infrastructure. The candidate will be responsible for troubleshooting complex technical issues, ensuring smooth day-to-day IT operations, and delivering timely support to end users.

Key Responsibilities

Provide Level 2 technical support for desktop computers, laptops, printers, peripherals, and other IT equipment.

Diagnose and resolve hardware, software, operating system, and network-related issues.

Troubleshoot Windows OS, Microsoft Office 365, Outlook, and other business applications.

Manage user accounts, password resets, access permissions, and group policies through Active Directory.

Support installation, configuration, upgrading, and maintenance of desktops, laptops, and software applications.

Troubleshoot LAN, Wi-Fi, VPN, and connectivity-related issues.

Handle escalated incidents from the L1 support team and ensure timely resolution within defined SLAs.

Perform system imaging, software deployment, patch updates, and antivirus troubleshooting.

Maintain accurate records of incidents, service requests, resolutions, and IT assets using ticketing tools.

Coordinate with network, server, and other IT teams to resolve complex technical issues.

Provide on-site technical assistance to users and ensure minimal disruption to business operations.

Follow IT security policies, standard operating procedures, and IT service management guidelines.

Required Skills and Qualifications

3–6 years of relevant experience in Desktop Support or IT End-User Support.

Strong hands-on experience in L2 desktop troubleshooting and technical support.

Good knowledge of Windows operating systems, Microsoft Office 365, and Outlook.

Experience with Active Directory, user administration, and Group Policy.

Knowledge of basic networking concepts, including TCP/IP, DNS, DHCP, LAN, and VPN.

Experience with hardware troubleshooting, software installation, system configuration, and peripheral support.

Familiarity with ITSM tools and ticketing systems for incident and service request management.

Good communication, problem-solving, and customer service skills.

Ability to manage multiple incidents, prioritize tasks, and meet defined SLAs.