Desktop Support Specialist

Desktop Support Engineer – Band 2 Experience: 4–6 Years

Job Type: Full-Time

Level: Band 2 / L2 Support

Department: IT Infrastructure / End User Computing Job Summary We are looking for an experienced Desktop Support Engineer – Band 2 to provide L2 technical support to end users, troubleshoot hardware and software issues, manage IT assets, and ensure smooth operation of desktop computing environments. The ideal candidate should have strong hands-on troubleshooting skills across Windows, Microsoft 365, networking, endpoint management, and enterprise IT environments. Key Responsibilities • Provide L2 desktop and technical support to end users through tickets, phone, email, and onsite support.

• Troubleshoot and resolve issues related to:

• Windows 10/11

• Desktops, laptops, monitors, printers, and peripherals

• Microsoft 365 applications

• Outlook, Teams, OneDrive, SharePoint

• VPN, Wi-Fi, LAN and basic network connectivity

• Perform hardware/software installation, configuration, IMAC, and troubleshooting.

• Support user account, password, access, and authentication-related issues.

• Perform troubleshooting for Active Directory / Azure AD / Entra ID environments.

• Support endpoint management using tools such as Microsoft Intune, SCCM/MECM, or equivalent.

• Assist with Windows imaging, OS deployment, software installation, and patching.

• Troubleshoot application compatibility and performance issues.

• Maintain and update IT asset and configuration records.

• Manage incidents, service requests, and problems through ServiceNow or other ITSM tools.

• Follow ITIL-based incident, request, and escalation processes.

• Perform remote and onsite troubleshooting as required.

• Escalate complex issues to L3, network, server, security, or application teams.

• Maintain technical documentation, SOPs, and knowledge-base articles.

• Monitor recurring issues and recommend improvements to reduce repeat incidents.

• Support employee onboarding/offboarding, including laptop preparation, account setup, and equipment collection.

• Ensure compliance with company security policies and endpoint security standards. Required Technical Skills • Strong knowledge of Windows 10/11 troubleshooting.

• Good understanding of Active Directory and Group Policy.

• Working knowledge of Azure AD / Microsoft Entra ID.

• Hands-on experience with Microsoft Intune is preferred.

• Good knowledge of Microsoft 365, Outlook, Teams, OneDrive, and SharePoint.

• Troubleshooting knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN, and basic networking.

• Experience with desktop/laptop hardware troubleshooting.

• Knowledge of endpoint security, antivirus, encryption, and patch management.

• Experience with ServiceNow, Remedy, ManageEngine, or similar ITSM tools.

• Understanding of ITIL processes and SLA management. Preferred Certifications • CompTIA A+

• CompTIA Network+

• Microsoft Certified: Endpoint Administrator Associate

• ITIL Foundation

• Any relevant Microsoft or desktop support certification Soft Skills • Excellent communication and customer-service skills.

• Strong troubleshooting and analytical ability.

• Ability to work independently and as part of a team.

• Good documentation and reporting skills.

• Ability to prioritize incidents based on business impact and SLA.

• Professional approach when dealing with VIP and senior users. Education Bachelor's degree / Diploma in Computer Science, IT, or a related field preferred. Experience 4–6 years of experience in Desktop Support, EUC, IT Support, or IT Infrastructure Support, with at least 2+ years of hands-on L2 support experience. Key Performance Areas • Incident resolution within SLA

• First-time resolution rate

• Ticket backlog management

• Customer satisfaction

• Endpoint compliance

• Accurate IT asset management

• Effective escalation and documentation