IT Support Engineer

Job Title: Sr. IT System Engineer Experience: 24 Years Location: Bangalore Job Summary : We are seeking a skilled and customer-focused Desktop Support Engineer (L2) to provide advanced technical support for end-user systems and IT infrastructure. The ideal candidate will be responsible for troubleshooting hardware, software, and network-related issues, managing escalated incidents from L1 support, and ensuring timely resolution while maintaining high service standards. Key Responsibilities : • Provide Level 2 technical support for desktops, laptops, printers, and peripheral devices. • Troubleshoot and resolve hardware, software, operating system, and network-related issues. • Handle escalations from L1 support and ensure timely incident resolution. • Install, configure, upgrade, and maintain Windows desktops, laptops, and related IT equipment. • Manage user accounts, permissions, password resets, and Active Directory administration. • Perform software installations, system updates, and patch management. • Diagnose connectivity issues involving LAN, Wi-Fi, VPN, and network printers. • Coordinate with internal teams and vendors for issue resolution and hardware replacements. • Maintain accurate documentation of incidents, resolutions, and asset inventory using ticketing systems. • Ensure compliance with IT policies, security standards, and service-level agreements (SLAs). • Provide excellent customer support and user guidance on IT-related issues. Required Skills: • Strong knowledge of Windows Operating Systems (Windows 10/11). • Hands-on experience with desktop and laptop troubleshooting. • Basic understanding of networking concepts (TCP/IP, DNS, DHCP, LAN/WAN, VPN). • Experience with Active Directory, Microsoft Office 365, Outlook, and remote support tools. • Familiarity with ITSM/ticketing tools such as ServiceNow, Jira, or ManageEngine. • Excellent analytical, troubleshooting, and communication skills. • Ability to prioritize tasks and work effectively in a fast-paced environment. Qualifications • Bachelors degree in information technology, Computer Science, or a related field. Preferred Qualifications • Experience supporting enterprise IT environments. • Understanding of IT asset management and endpoint security solutions. • Ability to work independently and collaboratively with cross-functional teams.