L2 Desktop Engineer (Grade 4A) –

Job Title: L2 Desktop Engineer (End User Computing)Grade: 4A – EngineerExperience: 3–5 YearsLocation: Any Birlasoft LocationShift: Business / 24x7 Support (as per project requirement)

Job Summary The L2 Desktop Engineer is responsible for providing advanced technical support for desktops, laptops, printers, peripherals, Microsoft 365 applications, endpoint security, and user computing services. The role acts as the escalation point for issues that cannot be resolved by L1 support and ensures adherence to SLA, security, and compliance requirements. The engineer will also support endpoint lifecycle management, asset management, and workplace technology initiatives.

This aligns with responsibilities identified in internal L2 EUC and Desktop Support profiles. [Sample Pro...Services) | PDF], [JD for US...neer in NJ | Word], [Lot 4 - 3.4 Q&A; | Word]

Key Responsibilities

Incident & Service Request Management Resolve escalated L2 incidents related to desktops, laptops, printers, and peripherals.

Perform detailed troubleshooting and root cause analysis.

Support hardware break-fix activities and coordination with OEM vendors.

Ensure SLA compliance through ServiceNow or equivalent ITSM tools. [Birlasoft...ment V 5.6 | PDF], [JD for L2 Engineer | Word] End User Computing (EUC) Support Windows 10/11 installation, imaging, patching, and troubleshooting.

Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint).

Active Directory user administration, password resets, group management, and GPO troubleshooting.

Administration of endpoint security tools and VPN connectivity. [JD for L2 Engineer | Word], [Sample Pro...Services) | PDF] Endpoint & Asset Management Device provisioning and deployment for new joiners.

Employee exit support including asset recovery and data sanitization.





Maintain IT asset inventory and participate in audits.

Support lifecycle management of laptops, desktops, and accessories. [JD for US...neer in NJ | Word], [Sample Pro...Services) | PDF] Security & Compliance Ensure compliance with endpoint security standards.

Support antivirus, patch management, encryption, and vulnerability remediation.

Assist audit teams with endpoint compliance validation. [Sample Pro...Services) | PDF], [JD for US...neer in NJ | Word] Collaboration & Escalation Work closely with L1 Service Desk, L3 Infrastructure, Security, and Network teams.

Coordinate with OEMs and external vendors for hardware replacements and warranty issues.

Participate in major incident resolution and problem management activities. [Birlasoft...ment V 5.6 | PDF], [L2 SERVER...SIBILITIES | Word] Technical Skills Windows 10/11 Administration

Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

Active Directory & Group Policies

Microsoft Intune / SCCM

Azure AD / Entra ID (basic administration)

VPN, DNS, DHCP, TCP/IP, LAN/Wi-Fi Troubleshooting

Endpoint Security Tools (CrowdStrike, Defender, McAfee, etc.)

ServiceNow ITSM

Hardware Diagnostics and Break-Fix Support [Sample Pro...Services) | PDF], [JD for L2 Engineer | Word] Soft Skills Strong troubleshooting and analytical skills

Customer-centric approach

Good verbal and written communication

Ability to work under pressure and meet SLA commitments

Documentation and reporting skills [JD for L2 Engineer | Word], [Sample Pro...Services) | PDF] Preferred Certifications ITIL Foundation

Microsoft Contemporary Desktop Administrator

Microsoft 365 Fundamentals

CompTIA A+

Endpoint Management / Intune Certifications Key Performance Indicators (KPIs) SLA Compliance > 95%

First-Time Fix Rate

Ticket Backlog Management

Customer Satisfaction (CSAT)

Audit Compliance

Asset Inventory Accuracy

📌 Engineer-Cloud & Infra Engg (Noida)
🏢 Birlasoft
📍 Noida