The Role
Provides Level 2 support for Windows desktops, laptops, peripherals, applications, and network connectivity. Responsibilities include OS installation, patching, hardware diagnostics and replacement, remote troubleshooting, endpoint security support, ITSM documentation, ticket escalation, user training, and proactive system-health monitoring. The role collaborates with IT teams to resolve complex issues, maintain system reliability, improve user experience, and minimize downtime.
Summary Generated by Built In
Posting Title:- Desktop Support Engineer - L2
Industry: -IT Services
Salary:- ₹3L - 5L
Work Experience:- 1-3 years
Location :- Andheri West
Summary
The Desktop Support Engineer - L2 plays a critical role in ensuring the seamless operation of end-user computing environments within a dynamic IT services organization. Reporting to the IT Operations Manager, this position is responsible for delivering timely, accurate, and user-focused technical support for desktops, laptops, and associated peripherals across a distributed workforce. The ideal candidate will possess strong technical proficiency in Windows 10/11 environments, network troubleshooting (TCP/IP, DNS, DHCP), and remote support tools, combined with a customer-centric mindset and the ability to manage multiple priorities efficiently. This role requires a proactive approach to problem resolution, a commitment to maintaining system integrity through regular patching and configuration, and a solid foundation in modern desktop administration principles. With a focus on user satisfaction and system reliability, the Desktop Support Engineer - L2 contributes significantly to business continuity, operational efficiency, and the overall digital experience of end-users.
Responsibilities
- Provide Level 2 technical support for desktops, laptops, and peripheral devices, resolving complex hardware and software issues.
- Perform OS installation, configuration, updates, and patching on Windows 10/11 systems in compliance with organizational standards.
- Diagnose and resolve network connectivity issues related to TCP/IP, DNS, DHCP, and VPN configurations.
- Conduct hardware diagnostics, component testing, and replacement of defective desktop/laptop parts (e.g., RAM, HDD/SSD, motherboards, power supplies).
- Support and manage remote access solutions such as TeamViewer, AnyDesk, and Microsoft Remote Desktop for efficient troubleshooting.
- Troubleshoot and resolve application compatibility, performance, and access issues on end-user devices.
- Assist in the deployment and maintenance of endpoint security tools and compliance policies.
- Maintain accurate and detailed documentation of incidents, resolutions, and system configurations in the IT service management (ITSM) tool.
- Collaborate with L1 support and other IT teams to escalate and resolve escalated tickets efficiently.
- Provide training and guidance to end-users on best practices for device usage, security, and troubleshooting.
- Proactively monitor system health and recommend improvements to enhance user experience and reduce downtime.
Requirements
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
- 1–3 years of hands-on experience in desktop support or end-user computing environments within an IT services or enterprise setting.
- Demonstrated expertise in Windows 10/11 troubleshooting, OS installation, updates, patching, and configuration.
- Proficient in diagnosing and resolving network-related issues including TCP/IP, DNS, DHCP, and secure remote access via VPN.
- Experience with remote desktop tools such as TeamViewer, AnyDesk, and Microsoft Remote Desktop.
- Strong understanding of desktop/laptop hardware components and hands-on experience in testing, diagnosing, and replacing parts.
- Valid Microsoft Certified: Modern Desktop Administrator Associate certification or equivalent (in progress is acceptable).
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Proven ability to prioritize tasks, manage time effectively, and deliver solutions under pressure.
- Customer service orientation with empathy, patience, and a service-first mindset.
- Familiarity with ITIL principles and experience using ITSM tools (e.g., ServiceNow, Jira, Zendesk) is a plus.
- Ability to work in a fast-paced, team-oriented environment with minimal supervision.
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Skills Required
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
- 1–3 years of hands-on experience in desktop support or end-user computing within an IT services or enterprise setting
- Expertise troubleshooting, installing, updating, patching, and configuring Windows 10/11
- Proficiency diagnosing TCP/IP, DNS, DHCP, and VPN-related network issues
- Experience with TeamViewer, AnyDesk, and Microsoft Remote Desktop
- Strong understanding of desktop and laptop hardware, including testing, diagnosis, and component replacement
- Valid Microsoft Certified: Modern Desktop Administrator Associate certification or equivalent; certification in progress is acceptable
- Excellent verbal and written communication skills for explaining technical concepts to non-technical users
- Ability to prioritize tasks, manage time effectively, and deliver solutions under pressure
- Customer service orientation with empathy, patience, and a service-first mindset
- Familiarity with ITIL principles and ITSM tools such as ServiceNow, Jira, or Zendesk
- Ability to work in a fast-paced, team-oriented environment with minimal supervision
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The Company
What We Do
XcellHost Cloud Services provides managed cloud hosting and IT infrastructure solutions for businesses. Its offerings include public and private cloud management, cloud migration and deployment, monitoring, security, backup, bare-metal and performance cloud servers, GPU cloud services, business email, and cloud-based productivity tools. The company supports customers through managed services, global cloud infrastructure, and certified cloud and security expertise.
