: Technical / End User Support Engineer L2

Location: Delhi

Experience: 5–6 Years

Job Level: L2

Work Mode: Work from Office – 5 Days/Week (Rotational Support)

Role Overview

Responsible for providing L2 support for end user computing environments, handling escalated incidents, performing advanced troubleshooting, and ensuring SLA adherence. The role focuses on resolving complex issues, supporting L1 teams, and maintaining service quality across user devices and applications.

Key Responsibilities
Provide L2 support for end user devices (desktops, laptops, peripherals)
Perform advanced troubleshooting for OS, applications, and hardware issues
Handle installation, configuration, and upgrades of end user systems
Manage OS patching, updates, and system optimization
Provide support for MS Office, email clients, and enterprise applications
Ensure endpoint security compliance, including antivirus updates and system hardening
Monitor and manage ticket queues and SLA adherence
Act as escalation point for L1 issues, ensuring timely resolution
Coordinate with L3 teams, vendors, and OEMs for complex issues
Perform root cause analysis (RCA) for recurring incidents
Maintain documentation, SOPs, and knowledge base updates
Support asset management, inventory tracking, and reporting




Ensure proper incident lifecycle management and reporting

Qualifications
BE / B.Tech / M.Tech / MSc / MCA [IT background only (Electrical/electronic/Computer science/Information Technology only)]

Experience & Skills
3–5 years of experience in end user support / desktop support

Technical Skills:
Solid knowledge of OS installation, troubleshooting, and patching
Experience with MS Office, email clients, and enterprise applications
Advanced troubleshooting of hardware and break-fix issues
Knowledge of endpoint security and antivirus management
Familiarity with ITSM tools and ticket lifecycle management
Understanding of networking concepts (LAN, Wi-Fi, IP addressing)
Experience in SLA monitoring and incident management

Preferred
Experience in enterprise IT support settings
Exposure to remote support tools and automation
Familiarity with ITIL processes and service management frameworks

Key Competencies
Strong analytical and troubleshooting skills
Excellent communication and user handling abilities
Ability to manage escalations and high-priority incidents
Attention to detail and process adherence
Ability to work in energetic, user-facing environments

📌 Technical End User Support New Delhi
🏢 Visara Human Capital Services
📍 New Delhi