Job Description: Desktop Support Engineer (L2 Remote Support)
Position Overview:
The Desktop Support L2 role is responsible for providing advanced remote technical support for end users, focusing on Virtual Desktop Infrastructure (VDI), O365/Exchange, identity and access management, mobility devices, Intune support, and both standard and non-standard application installations. The ideal candidate will have experience supporting a diverse user base, troubleshooting complex issues, and ensuring high levels of user satisfaction.
Key Responsibilities:
- Provide remote L2 support for VDI environments, including troubleshooting, user provisioning, and performance optimization.
- Support O365 and Exchange platforms, including mailbox management, license allocation, troubleshooting, and vendor engagement.
- Manage identity and access, including user account creation, modification, password resets, and access troubleshooting across multiple platforms.
- Provide support for printers and mobility devices, including device enrollment, configuration, and issue resolution.
- Administer and support Intune for device management, policy enforcement, and compliance.
- Install, configure, and troubleshoot both standard and non-standard applications, ensuring compatibility and optimal performance.
- Perform device provisioning and management for various form factors (Windows, , mobile, virtual, and physical devices)
- Ensure endpoint security and compliance through patching, reporting, and information protection. Hands on tools like Zscaler, Trend Micro and VPN.
- Collaborate with other IT teams for escalations, root cause analysis, and incident resolution.
- Maintain documentation of issues, solutions, and standard operating procedures.
- Participate in incident, request, and change management processes, ensuring timely resolution and high customer satisfaction.
Qualifications:
- 5+ years of experience in desktop or end-user support, with a focus on remote troubleshooting.
- Robust
📌 Desktop Support Technician (Pune)
🏢 Ensono
📍 Pune