Desktop Support Engineer

Neurealm; Chennai District; On-site; INR 550,000 - 850,000; Full time

Job summary

Neurealm is seeking an experienced End User Support Engineer (L2) to deliver advanced technical support for end-user computing environments. The role focuses on troubleshooting hardware, software, networking, and applications while ensuring high customer satisfaction and adherence to SLAs.

The candidate will provide remote and onsite support, manage user accounts via Active Directory/Azure AD, and collaborate with L3 teams to resolve incidents efficiently.

Qualifications

• Office 365 and Outlook support expertise.
• Active Directory/Azure AD, Group Policies, and user management knowledge.
• Experience with ticketing tools like ServiceNow, Remedy, Jira, or similar.
• Networking concepts: DNS, DHCP, TCP/IP, VPN, Wi‑Fi troubleshooting.
• Experience supporting laptops, desktops, printers, scanners, and mobile devices.
• Knowledge of remote support tools and strong communication skills.

Responsibilities

• Provide Level 2 technical support for desktops, laptops, printers, mobile devices and peripherals.
• Diagnose and resolve hardware, software, OS, and application issues.
• Support Windows OS and Microsoft 365 applications.
• Manage user accounts, permissions and access requests via Active Directory.
• Handle incidents and service requests within defined SLAs.
• Perform software installations, upgrades, patching, and configuration management.
• Handle VPN connectivity and basic LAN/WAN troubleshooting.
• Coordinate with L3 teams, vendors and stakeholders for issue resolution.
• Document root cause analyses and troubleshooting steps.
• Provide remote and onsite end-user support.
• Maintain IT asset inventory and assist in deployments and migrations.

Job description

Job Summary

We are seeking a skilled and customer-focused End User Support Engineer (L2) to provide advanced technical support for end-user computing environments. The ideal candidate will be responsible for troubleshooting hardware, software, network, and application-related issues while ensuring a high level of customer satisfaction and adherence to SLA commitments.

Key Responsibilities

• Provide Level 2 technical support for desktops, laptops, printers, mobile devices, and related peripherals.
• Diagnose and resolve hardware, software, operating system, and application issues.
• Support Microsoft Windows operating systems and Microsoft 365 applications.
• Manage user accounts, permissions, and access requests through Active Directory.
• Handle incident, service request, and problem tickets within defined SLAs.
• Perform software installations, upgrades, patching, and configuration management.
• Support VPN connectivity, network troubleshooting, and basic LAN/WAN issues.
• Coordinate with L3 teams, vendors, and stakeholders for issue resolution.
• Conduct root cause analysis and document troubleshooting procedures.
• Provide remote and onsite support to end users.
• Maintain IT asset inventory and ensure compliance with organizational policies.
• Assist in system migrations, deployments, and IT infrastructure projects.

Required Skills

• Hands-on experience with Microsoft Office 365 and Outlook support.
• Knowledge of Active Directory, Azure AD, Group Policies, and user management.
• Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
• Understanding of networking concepts including DNS, DHCP, TCP/IP, VPN, and Wi-Fi troubleshooting.
• Experience supporting laptops, desktops, printers, scanners, and mobile devices.
• Knowledge of remote support tools.
• Strong analytical, communication, and customer service skills.