Desktop Support Engineer 2

Coforge; Gurugram District; On-site; INR 350,000 - 600,000; Full time

Job summary

Coforge in Gurgaon Head Office and Pune GTEC Site is seeking an L2 Local IT Desktop Support specialist to deliver hands-on desktop and end-user support onsite, covering Windows laptops, printers, and peripherals. Responsibilities include incident resolution, service requests, and collaboration with multiple resolver groups.

The role emphasizes escalations handling, VIP user support, and strict SLA adherence in an onsite environment with no work-from-home option.

Qualifications

• Minimum 3+ years of experience in IT Desktop Support.
• Hands-on experience in troubleshooting and end-user support within a corporate or manufacturing environment.
• Experience in handling escalations, VIP support, and SLA-driven environments.

Responsibilities

• Provide Level 2 (L2) technical support for desktops, laptops, operating systems, and peripheral devices.
• Diagnose and resolve complex hardware and software issues with minimal supervision.
• Support and troubleshoot local and network printers.

Skills

L2 support

End-user support

Active Directory

Windows troubleshooting

VIP escalation

ITIL/ITSM

SLA management

Printer support

Tools

ServiceNow

Tanium

Microsoft SCCM

BigFix

Remote support tools

Job description

Job Title: L2 Local IT Desktop Support

Location

• Gurgaon Head Office
• Pune GTEC Site

Work Mode

• Onsite (No Work From Home Facility)

Work Schedule

• 6 Days Working
• Sunday Fixed Off
• No Food or Cab Facility Provided

Experience Required

• Minimum 3+ years of experience in IT Desktop Support.
• Hands-on experience in troubleshooting and end-user support within a corporate or manufacturing environment.
• Experience in handling escalations, VIP support, and SLA-driven environments.

Key Responsibilities

End-User & Desktop Support

• Provide Level 2 (L2) technical support for desktops, laptops, operating systems, and peripheral devices.
• Diagnose and resolve complex hardware and software issues with minimal supervision.
• Support and troubleshoot local and network printers.

Incident Management & Escalations

• Handle escalations received from L1 support teams and ensure timely issue resolution.
• Prioritize and resolve VIP user and high-priority incidents within defined SLA timelines.
• Log, track, and update incidents, service requests, and changes through the ITSM platform.

Root Cause Analysis (RCA)

• Perform advanced troubleshooting using:
  • Windows Event Viewer
  • System Logs
  • Device Manager
  • Performance Monitoring Tools
• Identify root causes and implement corrective actions to prevent recurring incidents.

Collaboration & Infrastructure Support

• Provide hands-and-feet support to Infrastructure, Network, and Server teams when required.
• Collaborate with multiple resolver groups to drive issue closure and ensure effective communication with stakeholders.

Audio-Visual & Meeting Room Support

• Configure, monitor, and troubleshoot video conferencing and audio-visual systems in meeting rooms.
• Ensure seamless support for business meetings and executive presentations.

IT Operations & Compliance

• Support operational IT activities, including:
  • Endpoint compliance monitoring (Antivirus, Patching, Encryption)
  • Physical IT asset verification and auditing
  • IT inventory/store stock management
  • User follow-ups for IT-related surveys and compliance activities

Documentation & Reporting

• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and knowledge base articles.
• Prepare regular reports on support activities, ticket trends, and operational metrics.

Mandatory Technical Skills & Tool Experience

ServiceNow

• Incident, Service Request, and Change Management.
• Ticket lifecycle management and SLA adherence.

Active Directory

• User account administration.
• Password resets and account unlocks.
• Group membership and access management.
• Basic Group Policy understanding.

Windows Administration & Troubleshooting

• Windows 10/11 support and troubleshooting.
• Event Viewer analysis.
• System Logs interpretation.
• Device and Driver management.
• Basic networking and connectivity troubleshooting.

Preferred Technical Skills & Tool Experience

• Tanium Endpoint management and compliance monitoring.
• Microsoft SCCM – Software deployment, patch management, and imaging.
• BigFix – Endpoint management and patch deployment.
• Remote support tools and endpoint management solutions.
• Basic understanding of Network and Server infrastructure.

Required Skills & Competencies

• Excellent verbal and written communication skills.
• Ability to effectively support VIP users and senior stakeholders.
• Strong troubleshooting and analytical problem-solving skills.
• Sound understanding of desktop hardware, operating systems, and networking fundamentals.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong documentation, reporting, and process adherence skills.
• Good understanding of ITIL and ITSM best practices.
• Customer-focused approach with a commitment to service excellence.

Preferred Certifications

• ITIL Foundation Certification (Preferred)
• CompTIA A+
• CompTIA Network+ (N+)
• Microsoft Desktop Support or equivalent certifications (Added Advantage)