Desktop Support Level 2

IT Support / Helpdesk - Full-time

Job Brief

Reporting to the IT Manager, the Desktop Support Level 2 is responsible for on-site and remote management support of multiple site networks of various sizes and levels of complexity. This position requires handling a full range of tasks, including Azure support, O365, desktop, server, network, and mobile device support. The Engineer must provide superior service with limited to no supervision consistently.

Required Skills:
- 5+ years of Desktop Technical Support or related experience.
- Provides support to end users with an enthusiastic attitude to analyse, troubleshoot, and resolve issues to the customer’s satisfaction.
- Positive understanding of Office 365 Administration and support.
- Experience with Office 365 and Microsoft’s Software/Applications.
- Ability to troubleshoot and configure hardware such as printers, laptops, etc.
- Confident and comfortable with client-facing activity.
- Management and/or troubleshooting of the following technologies:
◦ Solarwinds

◦ Kaseya RMM
- Hardware Support: Headsets, Docks, Monitors,



etc.
- O365 Administration and support:
◦ User Management (Entra ID)

◦ Exchange Management

◦ Intune Device Management (AutoPilot / Lost Mode / etc.)
- Windows 10 and 11 Support - Basic to Advanced troubleshooting (Drivers/OS Corruption, etc.)
- Mobile Device Support:
◦ iOS troubleshooting

◦ Hardware troubleshooting

◦ Verizon/T-Mobile Portal
- Bonus Skills:
◦ Patch Management

◦ PowerShell

◦ 8x8 Phone System

◦ Azure Cloud Resources (Files, VPN)

◦ Certifications: CompTIA A+, Microsoft Certifications, Cisco Certifications, etc.

◦ Experience with LAN/WAN, Routers, WiFi (WAPs), Firewalls, Switches, VPN, SDWAN, Access Points, Citrix, VoIP, etc.

Responsibilities:
- Demonstrate strong time management and professionalism at all times.
- Must be detail-oriented and motivated to provide a positive customer experience.
- Possess a strong desire to know “how” and “why” things work

📌 Desktop Support Level 2 (Kolkata)
🏢 Itvan Tech
📍 Kolkata