Desktop Support Specialist

Desktop Support Engineer – Band 2

Experience: 4–6 Years

Job Type: Full-Time

Level: Band 2 / L2 Support

Department: IT Infrastructure / End User Computing

We are looking for an experienced Desktop Support Engineer – Band 2 to provide L2 technical support to end users, troubleshoot hardware and software issues, manage IT assets, and ensure smooth operation of desktop computing environments. The ideal candidate should have strong hands-on troubleshooting skills across Windows, Microsoft 365, networking, endpoint management, and enterprise IT environments.

• Provide L2 desktop and technical support to end users through tickets, phone, email, and onsite support.
• Troubleshoot and resolve issues related to:
• Windows 10/11
• Desktops, laptops, monitors, printers, and peripherals
• Microsoft 365 applications
• Outlook, Teams, OneDrive, SharePoint
• VPN, Wi-Fi, LAN and basic network connectivity
• Perform hardware/software installation, configuration, IMAC, and troubleshooting.
• Support user account, password, access, and authentication-related issues.
• Perform troubleshooting for Active Directory / Azure AD / Entra ID environments.
• Support endpoint management using tools such as Microsoft Intune, SCCM/MECM, or equivalent.
• Assist with Windows imaging, OS deployment, software installation, and patching.
• Troubleshoot application compatibility and performance issues.
• Maintain and update IT asset and configuration records.
• Manage incidents, service requests, and problems through ServiceNow or other ITSM tools.
• Follow ITIL-based incident, request, and escalation processes.
• Perform remote and onsite troubleshooting as required.
• Escalate complex issues to L3, network, server, security, or application teams.
• Maintain technical documentation, SOPs, and knowledge-base articles.
• Monitor recurring issues and recommend improvements to reduce repeat incidents.
• Support employee onboarding/offboarding, including laptop preparation, account setup, and equipment collection.
• Ensure compliance with company security policies and endpoint security standards.

• Strong knowledge of Windows 10/11 troubleshooting.
• Good understanding of Active Directory and Group Policy.
• Working knowledge of Azure AD / Microsoft Entra ID.
• Hands-on experience with Microsoft Intune is preferred.
• Good knowledge of Microsoft 365, Outlook, Teams, OneDrive, and SharePoint.
• Troubleshooting knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN, and basic networking.
• Experience with desktop/laptop hardware troubleshooting.
• Knowledge of endpoint security, antivirus, encryption, and patch management.
• Experience with ServiceNow, Remedy, ManageEngine, or similar ITSM tools.
• Understanding of ITIL processes and SLA management.

• CompTIA A+
• CompTIA Network+
• Microsoft Certified: Endpoint Administrator Associate
• ITIL Foundation
• Any relevant Microsoft or desktop support certification

• Excellent communication and customer-service skills.
• Strong troubleshooting and analytical ability.
• Ability to work independently and as part of a team.
• Good documentation and reporting skills.
• Ability to prioritize incidents based on business impact and SLA.
• Professional approach when dealing with VIP and senior users.

Bachelor's degree / Diploma in Computer Science, IT, or a related field preferred.

4–6 years of experience in Desktop Support, EUC, IT Support, or IT Infrastructure Support, with at least 2+ years of hands-on L2 support experience.

• Incident resolution within SLA
• First-time resolution rate
• Ticket backlog management
• Customer satisfaction
• Endpoint compliance
• Accurate IT asset management
• Effective escalation and documentation