Desktop Support Engineer

Talentonlease; Dadri, Gurugram District, Delhi; On-site; INR 420,000 - 660,000; Full time

Job summary

Talentonlease is seeking a Desktop Engineer L2 to deliver advanced end-user support, manage assets, and help maintain IT infrastructure. You will act as escalation for L1 and ensure timely incident resolution.

The role covers Windows 10/11, M365, AD, SCCM/Intune, security compliance, and collaboration with infra teams. Gurgaon, India on-site required.

Qualifications

• 3–6 years of desktop support experience.
• Experience supporting enterprise users across locations.
• Proficient with Windows 10/11 and Microsoft 365.
• Familiar with ITSM ticketing systems and asset management.

Responsibilities

• Provide Level 2 desktop and device support including peripherals.
• Troubleshoot hardware/software OS/Application issues and ensure SLA compliance.
• Manage OS deployments, software updates, and patching using SCCM/Intune.
• Support Active Directory, VPN, network connectivity, and email issues.
• Handle asset inventory, procurement to disposal, and security compliance.

Skills

Windows administration

Microsoft 365

Active Directory

Azure AD

SCCM/Intune

Autopilot

Endpoint security

BitLocker

Networking basics

ITSM tools

Hardware troubleshooting

Communication skills

Documentation

Team collaboration

Education

Bachelor's degree in Computer Science or IT

3–6 years Desktop Support/End User Computing experience

Microsoft Certified: Modern Desktop Administrator Associate

ITIL Foundation

CompTIA A+

MD-102 Endpoint Administrator

Tools

SCCM/MECM

Intune

Autopilot

VPN

ServiceNow

Freshservice

Jira Service Management

Job description

Position: Desktop Engineer L2 (End User Support)

Job Summary

The Desktop Engineer L2 is responsible for providing advanced technical support to end users, troubleshooting hardware and software issues, managing IT assets, ensuring compliance with organizational policies, and supporting IT infrastructure operations. The role acts as an escalation point for L1 support teams and ensures timely resolution of incidents and service requests.

Key Responsibilities

End User Support

• Provide Level 2 technical support for desktops, laptops, printers, mobile devices, and peripherals.
• Troubleshoot and resolve hardware, software, operating system, and application-related issues.
• Support Microsoft Windows operating systems and Microsoft 365 applications.
• Handle incident, service request, and problem management activities through ITSM tools.
• Maintain SLA compliance and ensure timely ticket closure.

Device Management

• Install, configure, and upgrade desktops, laptops, and related hardware.
• Perform OS deployments and image management using SCCM/Intune or similar tools.
• Manage software installations, updates, and patch deployments.
• Support remote users through remote assistance tools.

Asset Management

• Maintain accurate asset inventory records.
• Track IT assets from procurement to disposal.
• Conduct periodic asset audits and ensure compliance with asset management policies.
• Coordinate laptop allocation, replacement, and recovery activities.

Security & Compliance

• Ensure endpoint security compliance, including BitLocker, antivirus, and patch management.
• Support vulnerability remediation and security audits.
• Manage user access and permissions in line with security policies.

Infrastructure Support

• Support Active Directory user and computer administration.
• Troubleshoot issues related to network connectivity, VPN, Wi-Fi, printers, and email.
• Coordinate with infrastructure, security, and application teams for issue resolution.
• Support conference room VC devices and collaboration tools (Teams, Zoom, Webex).

Required Skills

Technical Skills

• Windows 10/11 Administration
• Microsoft 365 (Outlook, Teams, OneDrive, Office Apps)
• Active Directory & Azure AD
• SCCM/MECM, Intune, Autopilot
• Endpoint Security Solutions
• BitLocker Management
• Basic Networking (TCP/IP, DNS, DHCP, VPN)
• ITSM Tools (ServiceNow, Fresh, service, Jira Service Management)
• Hardware Troubleshooting (Dell, Lenovo, HP)

Soft Skills

• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication.
• Customer-focused approach.
• Ability to manage multiple priorities.
• Strong documentation and reporting skills.
• Team collaboration and stakeholder management.

Experience & Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 3–6 years of experience in Desktop Support/End User Computing.
• Experience supporting enterprise users across multiple locations.
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation
• CompTIA A+
• MD-102 Endpoint Administrator

Key Performance Indicators (KPIs)

• SLA Adherence 95%
• First Contact Resolution Rate
• Ticket Closure Quality
• Asset Inventory Accuracy
• User Satisfaction Score (CSAT)
• Security Compliance Adherence
• Incident Resolution Time
• Knowledge Base Contributions

We required the resources Monday – Saturday

Gurgaon Location : 21st floor, DLF Square, Jacaranda Marg, DLF Phase II, Gurgaon - 122002, Haryana, India