Role & responsibilities :

We are looking for an experienced and customer-focused L2 Desktop Support & System Engineer to join our IT Operations team. The ideal candidate will be responsible for providing advanced technical support for end-user computing environments, Microsoft 365, Google Workspace, endpoint management, identity and access management, hardware life cycle, and enterprise collaboration platforms.

The role demands a robust understanding of Windows administration, enterprise endpoint security, patch management, automation, and ITIL processes. The successful candidate should be capable of independently troubleshooting complex technical issues, supporting business-critical users, implementing standard IT policies, and collaborating with cross-functional teams to ensure high availability of IT services.

Preferred candidate profile

End User Computing & Desktop Engineering

- Administer, maintain, and support enterprise Windows desktop and laptop environments throughout their lifecycle.
- Install, configure, upgrade, and troubleshoot Windows operating systems, enterprise applications, and productivity software.
- Perform operating system deployment, driver installation, disk management, system optimization, and user profile migration.
- Evaluate application compatibility, security, and deployment requirements before implementation.
- Develop and maintain standardized desktop builds and endpoint configurations.
- Create and maintain SOPs, technical documentation, and knowledge articles.

Identity & Endpoint Administration
- Manage Active Directory and Microsoft Entra ID users, groups, devices, and access.
- Perform onboarding, offboarding, password resets, access provisioning, and group management.
- Configure and troubleshoot Group Policies, Intune synchronization, compliance, and device enrollment.




- Ensure endpoint configurations comply with organizational security standards.

Endpoint Management & Automation
- Administer WSUS, Microsoft Intune, ManageEngine Endpoint Central, BigFix, or equivalent endpoint management tools.
- Deploy operating system updates, third-party patches, software packages, and configuration policies.
- Develop PowerShell or batch scripts to automate administrative tasks and software deployments.
- Monitor endpoint health and drive operational improvements through automation.

Endpoint Security & Compliance
- Manage antivirus/EDR solutions, BitLocker encryption, USB restrictions, and endpoint hardening.
- Maintain endpoint compliance with security baselines.
- Support vulnerability remediation and security incident response.

Microsoft 365 & Collaboration Services
- Administer Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Microsoft Entra ID, and Intune.
- Manage mailboxes, licenses, MFA, Conditional Access, shared mailboxes, distribution groups, and mobile device management.
- Troubleshoot mail flow, Teams, SharePoint, and OneDrive issues.

Google Workspace Administration
- Administer Google Workspace users, Groups, Shared Drives, Google Vault, Google Chat, Google Meet, GCPW, and Context-Aware Access.
- Manage licensing, MFA, and Workspace security settings.

Hardware & Asset Lifecycle Management
- Diagnose and resolve desktop, laptop, printer, and peripheral hardware issues.
- Coordinate OEM warranty cases and vendor escalations.




- Maintain asset inventory and recommend hardware upgrades.

Network & Remote User Support
- Troubleshoot LAN, WAN, Wi-Fi, VPN, DNS, DHCP, and ISP-related issues.
- Provide remote support using RDP, AnyDesk, TeamViewer, or Quick Assist.
- Deliver professional support to VIP and international users.

Incident, Change & Service Management
- Manage incidents, service requests, and changes using ServiceNow or equivalent ITSM tools.
- Perform root cause analysis, maintain documentation, and ensure SLA compliance.

Collaboration & Stakeholder Management
- Collaborate with Infrastructure, Network, Cloud, Security, Database, and Application teams.
- Coordinate with Microsoft, Google, OEMs, ISPs, and third-party vendors.
- Mentor L1 engineers and contribute to continuous service improvement.

Required Technical Skills
- Windows 10/11 Administration
- Active Directory & Microsoft Entra ID
- Microsoft 365 Administration
- Exchange Online
- Microsoft Intune
- Google Workspace Administration
- PowerShell Scripting
- WSUS / ManageEngine Endpoint Central / BigFix
- BitLocker & Endpoint Security
- ServiceNow or equivalent ITSM
- Remote support tools
- Basic networking (DNS, DHCP, VPN, TCP/IP)

Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field.
- 36 years of enterprise desktop engineering or endpoint administration experience.
- ITIL Foundation certification preferred.
- Microsoft 365, Intune, Azure, or Google Workspace certifications are advantageous.

Key Competencies
- Strong troubleshooting and analytical skills.
- Excellent communication and customer service.
- Ownership and accountability.
- Ability to work independently and collaboratively.
- Experience supporting executive and global users.
- Commitment to continuous learning.

📌 Hiring For End User Support (Bengaluru)
🏢 Ahana Systems u0026 Solutions
📍 Bengaluru