Senior IT Support Engineer (L1/L2)

We are looking for an experienced Senior IT Support Engineer with 2–5 years of experience in IT Support, Desktop Support, EUC, or Service Desk environments.

Role Summary:

The ideal candidate will be responsible for providing L1/L2 technical support across endpoints, Microsoft 365, networking, MDM, AV/VC, ITSM, and end-user environments. The role requires solid troubleshooting, customer service, and coordination skills, with a focus on SLA-driven support and ITIL processes.

Education:

B.E., B.Tech, MCA, M.Tech, B.Sc. (Computer Science/Electronics/IT), or equivalent.

Key Skills:

- Windows & macOS Support
- Microsoft 365, Outlook & Teams
- Active Directory, DNS, DHCP & VPN
- Hardware, Software, Printer & Network Troubleshooting
- Intune, Jamf or equivalent MDM tools
- Patch Management & Compliance
- ServiceNow / ITSM Tools
- AV/VC – Teams Rooms, Zoom, Webex, Poly & Logitech
- Asset & Inventory Management




- Strong Communication & Customer Service

Key Responsibilities:

- Provide L1/L2 support for desktops, laptops, mobile devices, peripherals & applications
- Troubleshoot hardware, software, network & Microsoft 365 issues
- Manage endpoints through MDM platforms and ensure patch compliance
- Support AV/VC equipment, meeting rooms, executive/VIP meetings
- Manage incidents, requests and escalations within SLA
- Handle onboarding, offboarding, asset allocation and inventory
- Assist with AD, email, VPN and endpoint security administration
- Maintain technical documentation and knowledge articles
- Collaborate with Infrastructure, Network and Security teams
- Follow ITIL processes for Incident, Request and Change Management

Regards,

Chetan Gurudev [email protected]

📌 Senior IT Support Engineer (Bengaluru)
🏢 Sagility
📍 Bengaluru