Desktop Support Engineer 2

Microland; Bengaluru; On-site; INR 700,000 - 900,000; Full time

Job summary

Microland in Bengaluru, Karnataka, is seeking an IT Support Specialist to handle L1/L2 incidents and ensure SLA adherence. You will troubleshoot across Windows, Linux, macOS, AD, and cloud services, escalating as needed.

The role emphasizes hands-on diagnostics, documentation, and knowledge sharing, with on-call rotations to cover high-priority incidents and a strong focus on adhering to ITIL practices.

Qualifications

• 4+ years of hands-on experience in IT technical support, desktop support, or production support roles.

Responsibilities

• Investigate, diagnose, and resolve escalated L1 support tickets within defined SLAs.
• Analyze system logs, error codes, database queries, and network packets to isolate root causes.
• Support OS troubleshooting (Windows, Linux, macOS), hardware/software configurations, Active Directory, and Office 365/cloud subscriptions.
• Package detailed diagnostic data, log files, timelines, and reproduction steps when escalating unresolved issues to L3 developers or infrastructure teams.
• Update the internal knowledge base, document SOPs, and mentor or train L1 technicians.
• Participate in rotational on-call duties, after-hours support, or 24/7/365 coverage for high-priority incidents

Skills

Windows

Linux/Unix

macOS

Networking & protocols

Active Directory

GPO

Microsoft 365

Office 365

Jira

ServiceNow

Wireshark

Splunk

Elastic

Tools

Jira

ServiceNow

Wireshark

Splunk

Elastic

Job description

Required Qualifications & Skills Experience

• 4+ years of hands-on experience in IT technical support, desktop support, or production support roles.

Technical Skills

• Operating Systems: Advanced proficiency in Windows, Linux/Unix, and macOS.
• Networking & Protocols: Solid understanding of TCP/IP, DNS, DHCP, VPN, and firewall fundamentals.
• Directory & Productivity Services: Active Directory, Group Policy (GPO), Microsoft 5, and enterprise mail clients.
• Ticketing & Monitoring Tools: Experience with enterprise ticketing systems (e.g., Jira, ServiceNow) and monitoring suites

Key Responsibilities

• Incident & Escalation Management: Investigate, diagnose, and resolve escalated L1 support tickets within defined Service Level Agreements (SLAs).
• In-Depth Troubleshooting: Analyze system logs, error codes, database queries, and network packets (e.g., using tools like Wireshark, Splunk, or Elastic) to isolate root causes.
• System & Environment Maintenance: Support OS troubleshooting (Windows, Linux, macOS), hardware/software configurations, Active Directory, and Office 365/cloud subscriptions
• Collaboration & Escalation: Package detailed diagnostic data, log files, timelines, and reproduction steps when escalating unresolved issues to L3 developers or infrastructure teams.
• Knowledge Sharing & Documentation: Update the internal knowledge basis, document standard operating procedures (SOPs), and mentor or train L1 technicians.
• On-Call & Shift Rotations: Participate in rotational on-call duties, after-hours support, or 24/7/365 coverage for high-priority (P1/P2) incidents