L2 TECHNICAL SUPPORT ENGINEER

• Provide Level 2 support for desktops, laptops, printers, and peripherals
• Troubleshoot hardware, software, OS, Outlook, and application-related issues
• Install, configure, and support Windows OS and Office 365 environments
• Manage Active Directory, user accounts, access management, and group policies
• Troubleshoot LAN/Wi-Fi, VPN, DNS, DHCP, and remote connectivity issues
• Handle ticket resolution, incident management, and root cause analysis
• Coordinate with L3 teams and vendors for major incidents and escalations
• Support system upgrades, patching, imaging, and asset management
• Provide remote and onsite support while ensuring SLA compliance
• 3-5 years of experience in Desktop / End User Support
• Strong knowledge of Windows 10/11, Office 365, and Outlook
• Experience with Active Directory and remote support tools
• Good understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Experience using ticketing tools such as ServiceNow, Remedy, or Jira
• Strong troubleshooting, communication, and user-handling skills

Preferred Skills

• Knowledge of endpoint security and antivirus tools
• Experience in enterprise or corporate IT environments
• ITIL certification is an added advantage.