Job Summary

We are seeking a skilled IT Service Desk Engineer with 3to5 years of experience in providing Level 2 technical support for end-user computing environments. The ideal candidate should have hands-on experience in Windows administration, Microsoft 365, Active Directory, endpoint management, and ITSM processes. The role requires excellent troubleshooting skills, customer service orientation, and the ability to resolve technical issues while adhering to SLA commitments.

Key Responsibilities

- Provide Level 2 technical support for Windows 10/11 desktops and laptops.
- Troubleshoot Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office applications.
- Manage user accounts, password resets, security groups, and permissions using Active Directory.
- Diagnose and resolve hardware issues related to desktops, laptops, printers, scanners, and peripheral devices.
- Install, configure, and troubleshoot software applications and operating systems.
- Support remote users through remote desktop tools and endpoint management solutions.
- Handle incidents, service requests, and problem tickets using ITSM tools such as ServiceNow.
- Perform device imaging, software deployment, and patch management using SCCM, Microsoft Intune, or equivalent tools.
- Troubleshoot networking issues including TCP/IP, DNS, DHCP, VPN, and Wi-Fi connectivity.
- Configure and support email clients, mobile devices, and Microsoft Teams collaboration tools.
- Escalate complex issues to Level 3 support teams when required.
- Maintain accurate documentation of incidents, resolutions, and knowledge base articles.
- Ensure SLA compliance and deliver excellent customer support.
- Participate in system upgrades, migrations,



and IT infrastructure projects.
- Support onboarding and offboarding activities, including user provisioning and asset management.

Required Technical Skills

Operating Systems

- Windows 10 & Windows 11
- Windows Server (Basic Administration)

Microsoft Technologies
- Microsoft 365 Administration
- Outlook
- Teams
- OneDrive
- SharePoint
- Exchange Online (Basic)

Identity & Access Management
- Active Directory
- Azure Active Directory (Microsoft Entra ID)
- Group Policy (Basic)
- User & Group Management

Endpoint Management
- Microsoft Intune
- SCCM (Configuration Manager)
- Autopilot (Preferred)

ITSM Tools
- ServiceNow
- Jira Service Management
- BMC Remedy (Preferred)

Networking
- TCP/IP
- DNS
- DHCP
- VPN
- Wi-Fi Troubleshooting
- LAN/WAN Basics

Remote Support Tools
- Remote Desktop
- TeamViewer
- AnyDesk
- Quick Assist

Hardware Support
- Desktop & Laptop Troubleshooting
- Printer Support
- Peripheral Device Support
- Asset Management

Required Skills
- Strong troubleshooting and analytical skills.
- Excellent verbal and written communication.
- Customer-focused approach with strong interpersonal skills.
- Ability to prioritize incidents and manage multiple tasks simultaneously.
- Experience working in SLA-driven support environments.
- Strong documentation and knowledge management skills.
- Willingness to work in rotational shifts and provide on-call support if required.

Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Certifications such as

- ITIL Foundation
- Microsoft Certified: Up-to-date Desktop Administrator Associate
- Microsoft 365 Certified: Endpoint Administrator Associate

📌 Service Desk Engineer (Bangalore Rural)
🏢 Elabs Infotech
📍 Bangalore Rural