Job Description

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

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

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Job Responsibilites

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- Install, configure, and support Windows desktop/laptop environments (Linux exposure is a plus).
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- Provide L2 technical support to end-users via phone, email, chat, and remote tools.
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- Troubleshoot and resolve hardware, software, Office 365, Outlook/Exchange, Active Directory, printer, and basic network issues.
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- Manage incident and service request lifecycle using ITSM/ticketing tools, ensuring SLA adherence.
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- Perform remote troubleshooting, root cause analysis, and coordinate escalations to internal SMEs or external vendors.
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- Support laptop imaging, deployment, configuration, and asset management activities.
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- Maintain and update technical documentation, SOPs, and knowledge base articles.
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- Ensure compliance with IT security policies, patching, antivirus,



and endpoint protection standards.
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- Communicate effectively with users, providing timely updates and resolution status.
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- Prepare incident reports, trend analysis, and operational documentation as required.
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Qualifications

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Must Have Skills:

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- Bachelor’s degree in B.Sc., BCA, B.Tech, BE, or equivalent experience.
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- 3–5 years of experience in Desktop Support / IT Support Analyst / Helpdesk role.
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- Strong hands-on experience with Windows OS, Office 365, Exchange Online, Active Directory, Skype/Teams, OneDrive.
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- Experience in hardware troubleshooting, laptop configuration, and peripheral support.
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- Familiarity with remote support tools and enterprise ticketing systems.
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- Excellent problem-solving, communication, and customer-handling skills.
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- Willingness to work in a 24x7 support environment.
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Preferred Skills:

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- Exposure to Linux environments
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- Knowledge of Active Directory user/group/DL management.
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- Experience with ITIL-based processes; ITIL/Microsoft certifications are a plus.
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- Familiarity with endpoint security and patch management tools.
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📌 Information Technology Support Specialist (Mumbai)
🏢 Cactus Communications
📍 Mumbai