Job Title: Desktop Support Engineer - L2 | Windows Support | ITSM | SCCM | WDS

Experience: 3-4 Years

Reporting To: IT Manager

Job Summary

We are hiring a Desktop Support Engineer L2 with 34 years of experience in Windows desktop support and ITSM/SLA environments. The role involves end-user support, hardware troubleshooting, ticket handling, onboarding/offboarding, and exposure to image deployment and patch management tools such as WDS, SCCM, WSUS, or ManageEngine Desktop Central.

Key Skills

Desktop Support, L2 Support, EUC Support, Windows 10, Windows 11, ITSM, ServiceNow, SLA, Hardware Troubleshooting, Desktop & Laptop Support, SCCM, WSUS, WDS, Patch Management, Asset Management, Onboarding, Offboarding, Office 365, Outlook, Teams, Printer Support, Basic Networking

Job Description

Roles & Responsibilities

• Provide L2 desktop support for Windows users (on-site and remote).
• Troubleshoot Windows 10/11, desktops, laptops, printers, and peripherals.
• Support MS Office, Outlook, Teams, and Office 365 applications.
• Handle end-user incidents and service requests using an ITSM tool (ServiceNow, ManageEngine, or equivalent).
• Ensure SLA compliance, timely ticket updates, and proper documentation.
• Perform user onboarding and offboarding activities.
• Maintain and update IT asset inventory and records.
• Troubleshoot hardware issues for Dell, HP, Lenovo systems and coordinate with vendors.
• Perform basic network troubleshooting (IP, DNS, DHCP, Gateway, Proxy).
• Assist in OS image deployment using WDS.
• Assist in patch management using SCCM / WSUS / ManageEngine Desktop Central.
• Provide basic user guidance and ensure issue resolution follow-ups.

Skills & Experience

• 3-4 years of experience in Desktop / End User Computing (EUC) support.
• Strong hands-on experience with Windows 10/11 environments.
• Experience working in an ITSM tool within an SLA-driven environment.
• Good troubleshooting skills for hardware, desktops, laptops, and peripherals.
• Experience supporting MS Office, Outlook, and Office 365.
• Sound understanding of basic networking concepts: IP, Subnet, Gateway, DNS, DHCP, Proxy.
• Exposure to Linux (Ubuntu) and macOS environments.
• Hands-on or assisted experience with WDS image deployment.
• Exposure to patch management tools such as SCCM, WSUS, or ManageEngine Desktop Central.

Soft Skills

• Strong problem-solving and analytical abilities.
• Clear and professional communication skills.
• Ability to remain calm and effective in high-pressure situations.
• Self-driven, well-organized, and customer-service oriented.
• Ability to manage multiple tasks and priorities simultaneously.