L2 Desktop Support Engineer (Field)

Overview

We are looking for a proficient and customer-oriented L2 Desktop Support Engineer to deliver on-site technical assistance, troubleshooting, and maintenance services for desktops, laptops, printers, and peripheral devices. This position involves traveling to client or user locations to address issues escalated from Level 1 support, minimize downtime, and ensure a high-quality end-user experience.

Responsibilities

• Provide hands-on support for desktops, laptops, printers, scanners, and various IT peripherals at client locations.
• Manage escalated issues from Service Desk and L1 support at Level 2.
• Install, configure, and upgrade software components including Windows OS, MS Office suites, and antivirus programs.
• Troubleshoot hardware and network-related problems such as LAN, Wi-Fi, and VPN connectivity.
• Maintain and update asset inventories of IT equipment on-site.
• Collaborate with Level 3, server, and network teams for unresolved issues.
• Ensure compliance with SLA deadlines and document all resolutions and actions in the ticketing system.
• Support Microsoft 365 environments, email setups, and perform basic Active Directory tasks like password resets and user account creation.
• Conduct preventive maintenance, system health checks and assist with IT rollouts and deployments.
• Provide guidance and training to end-users on IT tools and organizational policies.

Skills and Competencies

• Comprehensive knowledge of Windows operating systems, Microsoft Office, Outlook, and Office 365.
• Experience in diagnosing and resolving desktop and laptop hardware issues.
• Understanding of Active Directory, DHCP, DNS, and fundamental networking concepts.
• Strong communication and interpersonal skills for effective user interaction.
• Ability to work independently and willingness to travel to various field locations.
• Excellent problem-solving skills paired with a customer service-oriented attitude.

Qualifications and Experience

• Diploma or Bachelor's degree in Computer Science, Information Technology, or a related domain.
• At least 1 year up to 8 years of relevant desktop support or field IT support experience, with a minimum of 1 year in Level 2 support.

Perks and Benefits

• Travel allowance provided for field assignments.
• Opportunities for on-the-job training and certification sponsorship.
• Prospects for career advancement into Level 3 support, systems administration, or network roles.

Additional Information

Contact HR at 7010057891 or 7845764900 for further queries.