Senior IT Support Engineer

Senior IT Support Engineer (L1/L2)

We are looking for an experienced Senior IT Support Engineer with 2–5 years of experience in IT Support, Desktop Support, EUC, or Service Desk environments.

Role Summary:

The ideal candidate will be responsible for providing L1/L2 technical support across endpoints, Microsoft 365, networking, MDM, AV/VC, ITSM, and end-user environments. The role requires strong troubleshooting, customer service, and coordination skills, with a focus on SLA-driven support and ITIL processes.

Education:

B.E., B.Tech, MCA, M.Tech, B.Sc. (Computer Science/Electronics/IT), or equivalent.

Key Skills:

• Windows & macOS Support

• Microsoft 365, Outlook & Teams

• Active Directory, DNS, DHCP & VPN

• Hardware, Software, Printer & Network Troubleshooting

• Intune, Jamf or equivalent MDM tools

• Patch Management & Compliance

• ServiceNow / ITSM Tools

• AV/VC – Teams Rooms, Zoom, Webex, Poly & Logitech

• Asset & Inventory Management

• Strong Communication & Customer Service

Key Responsibilities:

• Provide L1/L2 support for desktops, laptops, mobile devices, peripherals & applications

• Troubleshoot hardware, software, network & Microsoft 365 issues

• Manage endpoints through MDM platforms and ensure patch compliance

• Support AV/VC equipment, meeting rooms, executive/VIP meetings

• Manage incidents, requests and escalations within SLA

• Handle onboarding, offboarding, asset allocation and inventory

• Assist with AD, email, VPN and endpoint security administration

• Maintain technical documentation and knowledge articles

• Collaborate with Infrastructure, Network and Security teams

• Follow ITIL processes for Incident, Request and Change Management

Regards,

Chetan Gurudev

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