Job Description
Please note: This position requires you to work from our Mumbai office based in Andheri East.
n

nAt CACTUS, we are seeking an experienced Desktop Engineer / IT Support Analyst to provide Level 2 end-user support in a 24x7 enterprise setting. 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.
n

nJob Responsibilites
n
- n
- Install, configure, and support Windows desktop/laptop environments (Linux exposure is a plus).n
- Provide L2 technical support to end-users via phone, email, chat, and remote tools.n
- Troubleshoot and resolve hardware, software, Office 365, Outlook/Exchange, Active Directory, printer, and basic network issues.n
- Manage incident and service request lifecycle using ITSM/ticketing tools, ensuring SLA adherence.n
- Perform remote troubleshooting, root cause analysis, and coordinate escalations to internal SMEs or external vendors.n
- Support laptop imaging, deployment, configuration,



and asset management activities.n
- Maintain and update technical documentation, SOPs, and knowledge base articles.n
- Ensure compliance with IT security policies, patching, antivirus, and endpoint protection standards.n
- Communicate effectively with users, providing timely updates and resolution status.n
- Prepare incident reports, trend analysis, and operational documentation as required.n

n

nQualifications
nMust Have Skills:
n
- n
- Bachelor’s degree in B.Sc., BCA, B.Tech, BE, or equivalent experience.n
- 3–5 years of experience in Desktop Support / IT Support Analyst / Helpdesk role.n
- Strong hands-on experience with Windows OS, Office 365, Exchange Online, Active Directory, Skype/Teams, OneDrive.n
- Experience in hardware troubleshooting, laptop configuration, and peripheral support.n
- Familiarity with remote support tools and enterprise ticketing systems.n
- Excellent problem-

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