Project: DSS Resources De-Merger Activity
Support Level: DSS Band 2 / Tier 2 IT Support

Job Summary

We are looking for a Desktop Support Engineer to provide Tier 2 IT support during the organization's de-merger activity. The role involves handling escalations from the Global Service Desk and Site Operations, troubleshooting end-user technical issues, maintaining SLA compliance, and ensuring a high level of customer satisfaction.

Key Responsibilities

- Provide Tier 2 IT support and act as an escalation point for the Global Service Desk and Site Operations teams.
- Install, configure, and troubleshoot computer hardware, operating systems, and applications.
- Provide technical support for printers, mobile phones, and Cisco handsets.
- Assist end users, primarily through face-to-face support, with system setup, configuration, and issue resolution.
- Act as the focal point for conferencing-related issues, global company meetings, and town halls.
- Record, track, and document troubleshooting activities, actions taken, and final resolutions.
- Manage technical issues and work on them until resolution or escalate them to the appropriate third-party support team.
- Identify opportunities to improve Tier 2 resolution rates and support efficiency.
- Provide VIP support to executives below C-suite level.




- Prioritize and manage walk-up counter support while handling multiple user requests simultaneously.
- Perform IT security remediation activities and manage customer escalations.
- Support the administration and maintenance of the computing environment.
- Coordinate and manage cases with external support providers, including Cisco Technical Assistance Center (TAC).
- Follow established Service Level Agreement (SLA) guidelines and maintain high customer satisfaction.
- Perform other related duties consistent with the scope and requirements of the position.

Key Skills and Competencies

- Robust troubleshooting and problem-solving skills.
- Experience in desktop support and Tier 2 IT operations.
- Good communication and end-user support skills.
- Ability to manage multiple incidents and prioritize requests effectively.
- Strong documentation, escalation, and customer service skills.
- Ability to work independently and coordinate with internal and external support teams.
- Understanding of IT security remediation and SLA-driven support processes.

Role Expectations

The candidate should be customer-focused, proactive, and capable of handling technical escalations, VIP support, and walk-up support requests while ensuring timely issue resolution and adherence to established SLAs.

📌 Desktop Support Engineer 2 (Gurugram)
🏢 Blupace Hyderabad
📍 Gurugram