L2 Support Engineer Experience: 5 years

Location: Mumbai/Pune

Functional Practices: Technology & Analytics Practice

Job Type: Permanent

Contact Name: Harleen Kaur

Contact Email: [email protected]

Job Ref: 130212

Published: about 19 hours ago

Summary Are you passionate about delivering exceptional end-user support and solving complex technical issues in enterprise environments? We are hiring a Senior Service Desk Engineer (L2) to provide white-glove IT support, own incidents end-to-end, and ensure seamless user experiences across Microsoft 365, Windows, Citrix, VPN, and enterprise collaboration platforms.

Location: Mumbai / Pune

Shift: Mandatory US Business Hours Coverage

Your Future Employer A globally recognized organization delivering enterprise technology services and end-user support across a large-scale, fast-paced environment. The company offers exposure to modern workplace technologies, global stakeholders, and excellent career growth opportunities.

Responsibilities

- Provide Level-2 support through ITSM portals, email, chat, phone, and remote support tools.
- Troubleshoot and resolve issues related to Windows 10/11, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, Citrix/VDI, VPN, SSO, printers, endpoints, and mobile devices.
- Handle incidents, service requests, onboarding/offboarding activities, password resets, access management, and business application support.
- Take complete ownership of tickets from logging to resolution while meeting SLA and quality standards.
- Coordinate with application, network, infrastructure, security, and vendor teams for issue resolution.
- Support critical incidents, queue backlogs,



backup and restoration requests, and operational escalations.
- Maintain accurate documentation, create knowledge articles, and contribute to process improvements.
- Deliver exceptional support to VIP and executive-level users.

Requirements

- 5 years of experience in Enterprise Service Desk, Desktop Support, End User Computing (EUC), or IT Support.
- Experience with ITSM platforms such as ServiceNow, Freshservice, Jira Service Management, or equivalent.
- Strong knowledge of Windows 10/11 and Microsoft 365 technologies.
- Expertise in Outlook, Teams, SharePoint, OneDrive, Active Directory, Entra ID, and Intune.
- Hands-on experience with Citrix/VDI, VPN, RDP, SSO, MFA, and remote support tools.
- Understanding of ITIL processes, Incident Management, Service Requests, SLA management, and escalation handling.
- Strong troubleshooting, communication, and customer service skills.
- Experience supporting executives and business-critical users.

Preferred Skills

- ITIL Foundation Certification.
- Okta, Zscaler (ZIA), Mimecast.
- RingCentral, Zoom, VMware.
- iOS and Android device management.
- Backup, restoration, and replication support exposure.

What's in it for you?

- Chance to work in a global enterprise environment.




- Exposure to modern workplace and collaboration technologies.
- Interaction with international stakeholders and executive users.
- Strong learning and career growth opportunities.
- Competitive compensation and benefits package.

Reach Us If you feel this opportunity is well aligned with your career progression plans, please feel free to reach me with your updated profile at [email protected].

Disclaimer Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, color, origin, gender, sexual orientation, age, marital status, veteran status or disability status.

Note We receive a lot of applications on a daily basis so it becomes a bit difficult for us to get back to each candidate. Please assume that your profile has not been shortlisted in case you don't hear back from us in 1 week. Your patience is highly appreciated.

Profile Keywords Senior Service Desk Engineer, Service Desk Analyst, L2 Support, Desktop Support, End User Support, EUC, IT Support, ServiceNow, Freshservice, Jira Service Management, ITSM, Windows 10, Windows 11, Microsoft 365, Office 365, Outlook, Microsoft Teams, SharePoint, OneDrive, Intune, Active Directory, Entra ID, Citrix, VDI, VPN, RDP, MFA, SSO, Zscaler, Okta, Mimecast, RingCentral, Zoom, VMware, Incident Management, Service Request Management, SLA Management, ITIL, Executive Support, VIP Support, Remote Support, Technical Support Engineer.

📌 Support engineer- 5 yrs- Mumbai/Pune job in (India)
🏢 Crescendo Global
📍 India