End User Support Specialist

The End User Support Specialist (L2) acts as the primary escalation point for the L1 support team and resolves advanced technical incidents related to

user access rights, business applications, network connectivity, and end-user devices . This role ensures high-quality service delivery by owning escalated tickets, performing in-depth troubleshooting, and ensuring timely resolution in line with SLAs.

Key Responsibilities

Act as a

L2 escalation contact

for all technical incidents unresolved by L1 (access, application, network, and device-related).

Troubleshoot and resolve

Active Directory / user account access issues, application errors, VPN / Wi-Fi / Network issues, and desktop / laptop hardware or OS incidents .

Handle

permissions, group access, mailbox rights, shared folder access , and related escalation requests.

Support

enterprise and business applications , including authentication, client configuration, and functional issue escalation.

Perform

advanced diagnostics

for network-related user issues such as VPN drops, proxy restrictions, IP conflicts, and printer / network mapping failures.

Ensure accurate

ticket documentation, SLA compliance, and end-to-end case ownership .

Communicate effectively with users and ensure

clear resolution follow-up

until closure.

Contribute to

knowledge base articles, standard troubleshooting flows, and escalation guidelines .

Technical Skillset

8 plus years

in Service Desk / Technical Support with escalation handling experience.

Proven ability to manage

multi-domain end-user incidents (access, device, network, application)

at the L2 level.

Strong understanding of

user access management, Active Directory, MFA, and permission structures .

Proficiency in troubleshooting

Windows / Mac OS, enterprise applications (Outlook, Office 365, VPN clients), and device configurations .

ITIL Foundation

preferred.

Additional certifications like

CompTIA A+, Network+, MCP, or equivalent

are an advantage.

Working knowledge of

network fundamentals

(DNS, DHCP, VPN, LAN / Wi-Fi troubleshooting).

Experience with

ITSM / ticketing systems (ServiceNow or equivalent)

and escalation workflows.

Note : On-site ( Bengaluru office) opportunity, no remote work allowed for the role.