End User Support Engineer

Job Title : L2 IT Support Engineer

Experience : 2 Years

Location : Pune, India

Employment Type : Full-Time

Notice Period : Immediate Joiner

Job Summary :

We are looking for a dedicated and technically skilled L2 IT Support Engineer to provide comprehensive support for both hardware and software systems. The ideal candidate will have hands-on experience in troubleshooting, installation, configuration, and maintenance of IT infrastructure. This role requires strong problem-solving skills, excellent communication, and the ability to resolve complex technical issues efficiently within defined SLAs.

Key Responsibilities :

• Provide Level 2 technical support for desktops, laptops, printers, and network devices.
• Diagnose and resolve software, hardware, and peripheral issues raised by users.
• Support installation, configuration, and maintenance of Windows OS, Office 365, VPN, and security tools .
• Manage Active Directory tasks such as user account creation, password resets, and group policy updates.
• Troubleshoot network connectivity issues (LAN / WAN, DNS, DHCP, VPN).
• Ensure timely response and resolution of tickets raised via ITSM tools like ServiceNow or ManageEngine .
• Collaborate with L1 and L3 teams to escalate and resolve complex issues.
• Maintain hardware asset inventory and ensure compliance with IT policies.
• Perform regular system updates, patch management, and security checks.
• Provide remote and on-site support for end-users as required.
• Document troubleshooting procedures, FAQs, and standard operating processes (SOPs).

Required Skills & Qualifications :

Preferred Skills :