Desktop Support Engineer L1/L2 - Mumbai

Job Title: Desktop Support Engineer (L1/L2)

Location: Mumbai/Navi Mumbai

Job Description

We are looking for a Desktop Support Engineer (L1/L2) to provide technical support for end-user systems, desktops, laptops, printers, and IT infrastructure. The candidate should have hands-on experience in troubleshooting hardware, software, operating systems, and network-related issues.

Key Responsibilities

• Provide L1/L2 technical support for desktops, laptops, and peripheral devices.
• Install, configure, and troubleshoot Windows 10/11 operating systems.
• Diagnose and resolve hardware, software, printer, and application-related issues.
• Handle user account management, password resets, and access-related requests.
• Troubleshoot basic network issues (LAN, WAN, Wi-Fi, TCP/IP, DNS, DHCP).
• Install, configure, and support Microsoft Office 365 applications.
• Manage and respond to tickets through ITSM tools (ServiceNow, ManageEngine, etc.).
• Coordinate with vendors for hardware repairs and replacements.
• Perform system upgrades, patch management, and asset management activities.
• Provide remote and onsite support to end users.
• Maintain documentation of incidents, service requests, and resolutions.

Required Skills

• Strong knowledge of Desktop/Laptop hardware troubleshooting.
• Experience with Windows 10 & Windows 11 administration.
• Knowledge of Microsoft Office 365.
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
• Printer installation and troubleshooting experience.
• Active Directory user management.
• ITIL process awareness.
• Good communication and customer-handling skills.

Preferred Skills

• Experience with ServiceNow or any ticketing tool.
• Knowledge of SCCM, Intune, or endpoint management tools.
• Remote support experience.