Desktop Support Engineer 2

Tanla Platforms; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Tanla Platforms in Mumbai is seeking an IT & Network Engineer to deliver frontline end-user support, manage devices, and coordinate with global IT teams. You will configure video conferencing, support Teams/Outlook/OneDrive, administer Microsoft 365 services, AD, and Intune, and assist with basic networking, data center operations, and security practices.

This role emphasizes strong troubleshooting, customer service, and documentation, with opportunities to grow in a rapidly expanding

Qualifications

• Strong knowledge of end-user computing (laptops/desktops/peripherals).
• Hands-on experience with Windows OS and basic macOS support.
• Experience configuring and troubleshooting video conferencing and AV devices.
• Working knowledge of basic networking concepts (IP/DNS/DHCP/VPN).
• Understanding of data center fundamentals and IT infrastructure operations.
• Knowledge of IT security principles, compliance, and best practices.
• Practical experience with Microsoft Office 365, Microsoft Intune, and Microsoft Active Directory.

Responsibilities

• Provide Level 1/2 end-user support for laptops and desktops (Windows/macOS).
• Diagnose and resolve hardware, software, OS, and application-related issues.
• Handle user incidents via ticketing tools, email, or phone; perform system builds and onboarding/offboarding.
• Configure, support, and troubleshoot video conferencing devices and collaboration tools (Teams, Zoom, Webex).
• Support MS Teams, Outlook, and OneDrive usage.
• Maintain documentation and track incidents within SLAs; identify recurring issues.

Skills

End-user computing

Windows OS

Video conferencing

Basic networking

IT security basics

Communication skills

Troubleshooting

Education

Bachelor's degree or diploma in IT/CS

Tools

Microsoft Office 365

Microsoft Intune

Active Directory

Job description

Job Role: IT & Network Engineer

Location: Mumbai

Key Responsibilities

> EndUser Support

• Provide Level 1 / Level 2 support for laptops and desktops (Windows/macOS).
• Diagnose and resolve hardware, software, OS, and applicationrelated issues.
• Handle user incidents and service requests via ticketing tools, email, or phone.
• Perform system builds, configuration, and upgrades for enduser devices.
• Provide user onboarding and offboarding support, including device setup and access provisioning.

> Video Conferencing (VC) & Collaboration Tools

• Configure, support, and troubleshoot video conferencing devices (e.g., Teams Rooms, Zoom Rooms, Webex, conference room AV equipment).
• Support webcams, microphones, headsets, display systems, and meeting room peripherals.
• Assist users with collaboration tools such as Microsoft Teams, Outlook, and OneDrive.

> Microsoft Technologies

• Administer and support Microsoft Office 365 services (Exchange Online, Teams, SharePoint, OneDrive).
• Manage user accounts, groups, and permissions using Microsoft Active Directory (AD).
• Support Microsoft Intune for device enrollment, policy enforcement, and application management.
• Assist with password resets, MFA issues, and license management.

> Networking & Data Center Support

• Provide basic support for LAN, WAN, WiFi, and VPN connectivity issues.
• Assist in monitoring and troubleshooting network devices such as switches, routers, and firewalls.
• Support basic data center operations, including server room access, cabling, rack management, and hardware health checks.
• Coordinate with network and infrastructure teams for escalated issues.

> Security & Compliance

• Follow and enforce IT security policies, standards, and procedures.
• Support implementation of endpoint security tools, antivirus, DLP, and encryption.
• Assist in user awareness of security best practices (password hygiene, phishing, data protection).
• Ensure compliance with internal security controls and external regulatory requirements.

> Documentation & Process Improvement

• Maintain accurate documentation for IT procedures, configurations, and knowledge base articles.
• Track, update, and resolve incidents within defined SLAs.
• Identify recurring issues and suggest improvements to reduce support effort.

** Required Knowledge & Skills **

• Strong knowledge of enduser computing (laptops, desktops, peripherals).
• Handson experience with Windows OS and basic macOS support.
• Experience configuring and troubleshooting video conferencing and AV devices.
• Working knowledge of basic networking concepts (IP addressing, DNS, DHCP, VPN).
• Understanding of data center fundamentals and IT infrastructure operations.
• Knowledge of IT security principles, compliance, and best practices.
• Practical experience with:
  • Microsoft Office 365
  • Microsoft Intune
  • Microsoft Active Directory
• Strong troubleshooting, analytical, and problemsolving skills.
• Excellent communication and customer service skills.

Preferred Qualifications

• Bachelors degree or diploma in IT, Computer Science, or a related field.
• Relevant certifications such as:
  • CompTIA A+, Network+, or Security+
  • Microsoft Certified: Modern Desktop Administrator Associate
• Prior experience in an enterprise IT support environment.
• Familiarity with ITIL processes and ticketing systems.

Why join us?

• Impactful Work: Play a pivotal role in safeguarding Tanla's assets, data, and reputation in the industry.
• Tremendous Growth Opportunities: Be part of a rapidly growing company in the telecom and CPaaS space, with opportunities for professional development.
• Innovative Environment: Work alongside a world-class team in a challenging and fun environment, where innovation is celebrated.

Tanla is an equal opportunity employer. We champion diversity and are committed to creating an inclusive environment for all employees