Job Summary

We are seeking a skilled L2 Desktop Support Engineer to provide onsite and remote technical support for end-user computing environments. The ideal candidate will have strong experience in Windows desktop support, Microsoft technologies, mobile device management, hardware troubleshooting, and enterprise IT support. This role requires excellent problem-solving skills, a customer-focused approach, and the ability to meet SLA-driven service delivery objectives.

Key Responsibilities

- Provide Level 2 technical support for desktop, laptop, and peripheral-related incidents and service requests.
- Install, configure, troubleshoot, and maintain Windows desktops, laptops, printers, and other end-user devices.
- Diagnose and resolve hardware, software, operating system, and application issues.
- Administer and support Microsoft Active Directory, including user account management and Group Policy (GPO) implementation.
- Support Microsoft Office 365 applications and related services.
- Manage Windows PCs and laptops using Active Directory and enterprise management tools.
- Provide support for iOS and Android mobile devices, including device enrollment and troubleshooting.
- Install, configure, and troubleshoot enterprise antivirus and endpoint security solutions.
- Perform hardware upgrades, replacements, and break-fix activities.
- Log, track, and resolve incidents using enterprise Helpdesk ticketing systems while meeting SLA requirements.
- Collaborate with internal IT teams to resolve complex technical issues and support infrastructure projects.
- Document troubleshooting steps, resolutions, and technical procedures.
- Provide excellent customer service and technical assistance to end users.
- Participate in after-hours, weekend,



and emergency support activities when required.

Required Technical Skills

- Windows 7, Windows 10, and Windows 11 administration and troubleshooting
- Microsoft Active Directory
- Group Policy Objects (GPO)
- Microsoft Office 365
- Desktop, laptop, and PC hardware installation and troubleshooting
- Enterprise antivirus and endpoint protection solutions
- Helpdesk/Ticketing systems (ServiceNow, Jira, Zendesk, etc.)
- Mobile Device Management (MDM)
- iOS and Android device support
- Enterprise encryption solutions
- Windows PC/Laptop management through Active Directory
- Basic networking knowledge (TCP/IP, DNS, DHCP, VPN, Wi-Fi)

Experience

- 3–5 years of experience in Desktop Support, IT Support, or End-User Computing.
- Experience supporting enterprise Windows environments.
- Hands-on experience with hardware troubleshooting, Active Directory, Office 365, and mobile device management.
- Experience working within SLA-driven support environments.

Preferred Skills

- Strong analytical, troubleshooting, and problem-solving abilities.
- Ability to prioritize multiple tasks and manage workload effectively.
- Excellent verbal and written communication skills.
- Strong customer service and stakeholder management skills.
- Adaptable and flexible in a fast-paced enterprise environment.
- Willingness to work after hours, weekends, or during emergency support situations when required.
- Ability to work independently as well as collaboratively within a team.

Preferred Certifications

- Microsoft 365 Certified: Contemporary Desktop Administrator Associate
- Microsoft Certified: Endpoint Administrator Associate (MD-102)
- CompTIA A+
- ITIL Foundation Certification
- Microsoft Certified: Azure Fundamentals (AZ-900) (Preferred)

📌 Desktop Support Engineer (Gurugram)
🏢 Excis Compliance
📍 Gurugram