: Tablet Support L2 Engineer

Job Title: - L2 Support Engineer Tablet Support

Location: - (Airoli- Navi Mumbai / On-site)

Role Summary:-

The Tablet Support L2 Engineer is responsible for providing advanced technical support for tablet devices, handling escalated issues from L1, and ensuring stability, security, and performance of tablet infrastructure. This role involves deeper troubleshooting, root cause analysis, and collaboration with cross-functional teams to resolve complex issues.

Key Responsibilities

Advanced Technical Support

- Handle Level 2 escalations related to tablet devices (Android, iOS, Windows tablets)
- Perform in-depth troubleshooting for:
- OS-level failures and crashes

- Application compatibility issues

- Performance degradation
- Advanced connectivity issues (Wi-Fi, VPN, APN)

Incident & Problem Management

- Analyze recurring issues and perform root cause analysis (RCA)
- Provide permanent fixes and preventive actions
- Ensure compliance with SLA and escalation timelines
- Work closely with L3/OEM teams for critical incidents

Device & Mobility Management

- Manage and support MDM platforms (Intune, AirWatch, MobileIron, etc.)
- Enforce policies, security controls, and compliance
- Perform device provisioning, configuration, and lifecycle management
- Manage bulk deployments, upgrades, and patching

Application Support

- Troubleshoot enterprise mobile applications
- Coordinate with app development teams for issue resolution
- Support testing and rollout of new app versions

Monitoring & Reporting

- Monitor device health, usage, and compliance dashboards
- Generate reports on incidents, trends,



and performance metrics
- Identify and implement process improvements

Documentation & Knowledge Management

- Create and update SOPs, KB articles, and troubleshooting guides
- Mentor L1 engineers and provide technical guidance

Required Skills

Technical Skills

- Strong knowledge of:
- Android / iOS / Windows tablet OS architecture
- Advanced troubleshooting (logs, crash analysis, system behavior)
- MDM tools (Intune, AirWatch, MobileIron)
- Networking concepts (TCP/IP, DNS, VPN, Wi-Fi troubleshooting)

- Familiarity with
- ITSM tools (ServiceNow, Remedy, Jira)
- Device security and compliance policies

Soft Skills

- Strong analytical and problem-solving skills
- Effective communication and stakeholder handling
- Ability to handle high-priority incidents under pressure
- Team collaboration and mentoring capability

Qualifications

- Graduate in IT / Computer Science or related field
- 2–5 years of experience in end-user computing or mobility support

- Certifications (preferred)

- ITIL Foundation
- Microsoft Intune / Mobility certifications (optional)

Preferred Skills (Positive to Have)

- Experience in enterprise mobility environments
- Exposure to automation or scripting (PowerShell, Bash, etc.)
- Knowledge of security frameworks and compliance (ISO, SOC, etc.)
- Experience working with OEM vendors or external support teams

Key Performance Indicators (KPIs)

- SLA compliance (Resolution & Response time)
- Escalation handling efficiency
- RCA quality and problem resolution rate
- Device uptime and compliance levels
- Customer satisfaction (CSAT)

📌 Opening For Tablet Supportat Airoli Salary CTC (Mumbai)
🏢 Aforeserve
📍 Mumbai