Experience:
6+ Years Total Experience (Minimum 5+ Years Relevant Experience)
Location:
Hyderabad / Bangalore
Shift:
Rotational / Night Shifts
Job Type: Contract
Job Summary
We are looking for an experienced
L2 Desktop Support / End User Support Engineer
to provide remote and in office technical support to end users. The candidate will be responsible for troubleshooting desktop and end-user issues, supporting conferencing equipment, managing incidents and service requests, maintaining knowledge documentation, and coordinating with other technical teams for issue resolution.
Key Responsibilities
- Provide L2 remote technical support for end-user issues across in-scope locations.
- Troubleshoot and resolve issues related to desktops, laptops, peripherals, supported applications, and end-user devices.
- Assist end users in restoring lost or damaged files/data from backups, particularly data stored on shared drives.
- Provide remote support for video conferencing equipment and related technologies.
- Coordinate with on-site technical support teams to ensure incidents and service requests are resolved within agreed SLAs.
- Provide end users with instructions, guidance, and usage assistance for supported devices and software.
- Track and maintain IT equipment and spare inventory, including replenishment and servicing requirements.
- Document troubleshooting solutions, procedures, and resolutions for Break/Fix incidents in the knowledge base.
- Handle high-priority incidents and on-call support as required.
- Define and follow clear escalation procedures for end-user and service-related issues.
- Route unresolved incidents to appropriate L3/application support, Network, Security, or other specialized teams.
- Monitor assigned tickets and ensure timely resolution, communication, and closure.
- Maintain accurate incident and service request documentation in the ITSM/ticketing system.
- Follow established Order and Service Management p
📌 Desktop Support (Hyderabad)
🏢 VMC Soft Technologies
📍 Hyderabad
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