IT Support Engineer - L2

Job Title : IT Support Engineer – L2 Location : Mumbai

Experience : 4–10 Years

Availability : Immediate Joiner

Job Overview

We are seeking a skilled IT Support Engineer (L2) to join our IT team in Mumbai. The primary focus of this role is to provide hands-on technical support and troubleshooting for desktop and laptop systems. The ideal candidate will possess strong technical knowledge, excellent communication skills, and the ability to interact confidently with senior leadership and multiple stakeholders.

This position requires a proactive, reliable professional who can manage end-user support efficiently while maintaining high standards of customer service.

Key Responsibilities

Technical Support & Troubleshooting

Provide L2-level support for desktop and laptop hardware and software issues.

Diagnose and resolve problems related to operating systems, applications, and network connectivity.

Offer both remote and on-site assistance to end-users.

Incident & Request Management

Receive, log, and prioritize support tickets.

Ensure timely resolution of incidents or escalate to higher support levels when required.

System Maintenance & Upgrades

Install, configure, and update operating systems, software applications, and device drivers.

Perform regular hardware maintenance, upgrades, and replacement of faulty components.

User Support & Training

Support end-users with day-to-day IT issues.

Provide user guidance and basic training for applications and tools.

Documentation & Reporting

Maintain accurate records of incidents, resolutions, and IT assets.

Create and update knowledge base articles and user guides.

Security & Compliance

Ensure compliance with organizational IT security policies.

Apply necessary patches, updates, and antivirus measures across systems.

Collaboration & Stakeholder Management

Work closely with internal IT teams and other departments to resolve cross-functional issues.

Support VIP users, senior leadership, and board meetings with reliable and prompt assistance.

Continuous Improvement

Identify recurring issues and recommend process enhancements to improve efficiency and service quality.

Key Skills and Attributes

Strong communication skills , capable of confidently interacting with senior leadership.

Excellent stakeholder management and coordination abilities.

Proactive, dependable, and hands-on approach to problem-solving.

Awareness of AI tools, IT security practices , and proficiency in MS Office Suite (especially Outlook) .

Qualifications & Requirements

Education : Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience : 4–10 years of experience in IT support, with expertise in desktop / laptop troubleshooting.

Technical Proficiency :

Windows and macOS operating systems

Microsoft Office Suite

Remote desktop tools and helpdesk systems

Common desktop / laptop hardware components

Certifications (Preferred) : CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.

Soft Skills : Strong analytical ability, excellent customer service orientation, and team collaboration skills.