Role & Responsibilities

IT Desktop Support Engineer responsible for providing L2 technical support to end users and ensuring smooth day-to-day IT operations. The role includes troubleshooting hardware, software, operating system, application, email, printer, and basic network-related issues.

Key Responsibilities:
Provide L2 desktop and end-user support for hardware, software, OS, applications, printers, and peripherals.
Troubleshoot Windows desktop/laptop issues, user accounts, Outlook, Microsoft 365, and common application problems.
Perform software installation, configuration, updates, and basic system troubleshooting.
Support user onboarding/offboarding, password reset, access requests, and IT asset-related activities as per approved procedures.
Perform basic network troubleshooting including LAN, Wi-Fi, IP configuration, DNS, DHCP, ping, and connectivity issues.
Basic knowledge of Fortinet FortiGate Firewall/FortiOS, including firewall interface awareness, basic connectivity troubleshooting, VPN status checking, and monitoring activities under L2/L3 guidance.
Assist with basic troubleshooting of switches, wireless access points, VPN, and network connectivity under the guidance of the L2/L3/Global IT team.
Follow Client IT policies, SOPs, security procedures,



and approved change instructions.
Log, update, and close incidents/service requests in the ITSM/helpdesk tool within defined SLA.
Escalate complex technical, network, firewall, security, and infrastructure issues to the appropriate L2/L3/Global IT team.
Maintain proper documentation of incidents, troubleshooting activities, and asset information.
Support IT migration, deployment, system configuration, and other operational activities as instructed by the Client IT team.

Technical Skills:
Windows OS, Desktop/Laptop Hardware and Software Troubleshooting.
Microsoft 365, Outlook, Teams and common business applications.
Basic Networking: TCP/IP, LAN, WAN, DNS, DHCP, Wi-Fi, VPN, Ping, Traceroute and IP troubleshooting.
Basic Fortinet FortiGate/FortiOS knowledge and firewall monitoring/troubleshooting.
Basic knowledge of switches, routers and wireless access points.
ITSM/Helpdesk ticketing tools and ITIL processes.
Basic understanding of endpoint security, antivirus and MFA.
Valuable communication, troubleshooting and end-user support skills.

Experience: 3 years in Desktop Support / IT Helpdesk / L1 Support.

📌 Desktop Support Engineerand Pune
🏢 Rg Techsol
📍 Pune