Please note: This position requires you to work from our Mumbai office based in

Andheri East .

At CACTUS, we are seeking an experienced Desktop Engineer / IT Support Analyst to provide

Level 2 end-user support

in a 24x7 enterprise environment. The ideal candidate will be responsible for

desktop, laptop, and end-user application support , ensuring high availability, performance, and user satisfaction while meeting SLA commitments.

Job Responsibilites Install, configure, and support

Windows desktop/laptop environments

(Linux exposure is a plus). Provide

L2 technical support

to end-users via phone, email, chat, and remote tools. Troubleshoot and resolve

hardware, software, Office 365, Outlook/Exchange, Active Directory, printer, and basic network issues . Manage

incident and service request lifecycle

using ITSM/ticketing tools, ensuring SLA adherence. Perform

remote troubleshooting , root cause analysis, and coordinate escalations to internal SMEs or external vendors. Support

laptop imaging, deployment, configuration, and asset management

activities. Maintain and update

technical documentation, SOPs, and knowledge base articles . Ensure compliance with

IT security policies , patching,



antivirus, and endpoint protection standards. Communicate effectively with users, providing timely updates and resolution status. Prepare

incident reports, trend analysis, and operational documentation

as required.

Qualifications Must Have Skills: Bachelor’s degree in

B.Sc., BCA, B.Tech, BE, or equivalent experience . 3–5 years of experience

in Desktop Support / IT Support Analyst / Helpdesk role. Robust hands-on experience with

Windows OS, Office 365, Exchange Online, Active Directory , Skype/Teams, OneDrive. Experience in

hardware troubleshooting , laptop configuration, and peripheral support. Familiarity with

remote support tools and enterprise ticketing systems . Excellent

problem-solving, communication, and customer-handling skills . Willingness to work in a

24x7 support environment . Preferred Skills: Exposure to

Linux environments Knowledge of

Active Directory user/group/DL management . Experience with

ITIL-based processes ; ITIL/Microsoft certifications are a plus. Familiarity with

endpoint security and patch management tools .

📌 Information Technology Support Specialist (Mumbai)
🏢 Cactus Communications
📍 Mumbai