Job Title: L2 Local IT Desktop Support

Location

- Gurgaon Head Office
- Pune GTEC Site

Work Mode

- Onsite (No Work From Home Facility)

Work Schedule

- 6 Days Working
- Sunday Fixed Off
- No Food or Cab Facility Provided

Experience Required

- Minimum 3+ years of experience in IT Desktop Support.
- Hands-on experience in troubleshooting and end-user support within a corporate or manufacturing workplace.
- Experience in handling escalations, VIP support, and SLA-driven environments.

Key Responsibilities

End-User & Desktop Support

- Provide Level 2 (L2) technical support for desktops, laptops, operating systems, and peripheral devices.
- Diagnose and resolve complex hardware and software issues with minimal supervision.
- Support and troubleshoot local and network printers.

Incident Management & Escalations

- Handle escalations received from L1 support teams and ensure timely issue resolution.
- Prioritize and resolve VIP user and high-priority incidents within defined SLA timelines.
- Log, track, and update incidents, service requests, and changes through the ITSM platform.

Root Cause Analysis (RCA)

- Perform advanced troubleshooting using:
- Windows Event Viewer
- System Logs
- Device Manager
- Performance Monitoring Tools

- Identify root causes and implement corrective actions to prevent recurring incidents.

Collaboration & Infrastructure Support

- Provide hands-and-feet support to Infrastructure, Network, and Server teams when required.
- Collaborate with multiple resolver groups to drive issue closure and ensure effective communication with stakeholders.

Audio-Visual & Meeting Room Support

- Configure, monitor, and troubleshoot video conferencing and audio-visual systems in meeting rooms.
- Ensure seamless support for business meetings and executive presentations.

IT Operations & Compliance

- Support operational IT activities, including:
- Endpoint compliance monitoring (Antivirus, Patching, Encryption)




- Physical IT asset verification and auditing
- IT inventory/store stock management
- User follow-ups for IT-related surveys and compliance activities

Documentation & Reporting

- Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and knowledge base articles.
- Prepare regular reports on support activities, ticket trends, and operational metrics.

Mandatory Technical Skills & Tool Experience

ServiceNow

- Incident, Service Request, and Change Management.
- Ticket lifecycle management and SLA adherence.

Active Directory

- User account administration.
- Password resets and account unlocks.
- Group membership and access management.
- Basic Group Policy understanding.

Windows Administration & Troubleshooting

- Windows 10/11 support and troubleshooting.
- Event Viewer analysis.
- System Logs interpretation.
- Device and Driver management.
- Basic networking and connectivity troubleshooting.

Preferred Technical Skills & Tool Experience

- Tanium Endpoint management and compliance monitoring.
- Microsoft SCCM – Software deployment, patch management, and imaging.
- BigFix – Endpoint management and patch deployment.
- Remote support tools and endpoint management solutions.
- Basic understanding of Network and Server infrastructure.

Required Skills & Competencies

- Excellent verbal and written communication skills.
- Ability to effectively support VIP users and senior stakeholders.
- Strong troubleshooting and analytical problem-solving skills.
- Sound understanding of desktop hardware, operating systems, and networking fundamentals.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong documentation, reporting, and process adherence skills.
- Good understanding of ITIL and ITSM best practices.
- Customer-focused approach with a commitment to service excellence.

Preferred Certifications

- ITIL Foundation Certification (Preferred)
- CompTIA A+
- CompTIA Network+ (N+)
- Microsoft Desktop Support or equivalent certifications (Added Advantage)

📌 Desktop Support Engineer 2 (Gurugram)
🏢 Coforge
📍 Gurugram