Desktop Support Engineer L1 And L2

Rg Techsol; Pune District; On-site; INR 350,000 - 520,000; Full time

Job summary

Rg Techsol is seeking an IT Desktop Support Engineer to provide L2 support for end users in Pune. You will troubleshoot hardware, software, OS, applications, email, printers, and basic network issues, ensuring smooth day-to-day IT operations.

The role requires 3 years of desktop support experience, strong communication skills, and familiarity with Windows, Microsoft 365, VPN, and Fortinet FortiGate at a basic level. On-site work and adherence to ITIL-like processes are expected.

Qualifications

• 3 years of experience in Desktop Support / IT Helpdesk / L1/L2 support.
• Proficient in Windows OS and Microsoft 365 apps.
• Good troubleshooting and end-user support skills.
• Familiarity with Fortinet FortiGate and basic network concepts.

Responsibilities

• Provide L2 desktop and end-user support for hardware, software, OS, applications, printers, and peripherals.
• Troubleshoot Windows desktop/laptop issues, user accounts, Outlook, Microsoft 365, and common application problems.
• Perform software installation, configuration, updates, and basic system troubleshooting.
• Support user onboarding/offboarding, password reset, access requests, and IT asset-related activities as per approved procedures.
• Perform basic network troubleshooting including LAN, Wi-Fi, IP configuration, DNS, DHCP, ping, and connectivity issues.
• Basic knowledge of Fortinet FortiGate Firewall/FortiOS including firewall interface awareness, basic connectivity troubleshooting, VPN status checking, and monitoring activities under L2/L3 guidance.
• Assist with basic troubleshooting of switches, wireless access points, VPN, and network connectivity under the guidance of the L2/L3/Global IT team.
• Follow Client IT policies, SOPs, security procedures, and approved change instructions.
• Log, update, and close incidents/service requests in the ITSM/helpdesk tool within defined SLA.
• Escalate complex technical, network, firewall, security, and infrastructure issues to the appropriate L2/L3/Global IT team.
• Maintain proper documentation of incidents, troubleshooting activities, and asset information.
• Support IT migration, deployment, system configuration, and other operational activities as instructed by the Client IT team.

Skills

Windows OS troubleshooting

Microsoft 365 / Outlook / Teams

Basic Networking (TCP/IP, DNS, DHCP,/V

Fortinet FortiGate knowledge

ITIL / ITSM processes

End-user support & communication

Tools

ITSM ticketing tools

Job description

Role & Responsibilities

IT Desktop Support Engineer responsible for providing L2 technical support to end users and ensuring smooth day-to-day IT operations. The role includes troubleshooting hardware, software, operating system, application, email, printer, and basic network-related issues.

Key Responsibilities:

• Provide L2 desktop and end-user support for hardware, software, OS, applications, printers, and peripherals.
• Troubleshoot Windows desktop/laptop issues, user accounts, Outlook, Microsoft 365, and common application problems.
• Perform software installation, configuration, updates, and basic system troubleshooting.
• Support user onboarding/offboarding, password reset, access requests, and IT asset-related activities as per approved procedures.
• Perform basic network troubleshooting including LAN, Wi-Fi, IP configuration, DNS, DHCP, ping, and connectivity issues.
• Basic knowledge of Fortinet FortiGate Firewall/FortiOS, including firewall interface awareness, basic connectivity troubleshooting, VPN status checking, and monitoring activities under L2/L3 guidance.
• Assist with basic troubleshooting of switches, wireless access points, VPN, and network connectivity under the guidance of the L2/L3/Global IT team.
• Follow Client IT policies, SOPs, security procedures, and approved change instructions.
• Log, update, and close incidents/service requests in the ITSM/helpdesk tool within defined SLA.
• Escalate complex technical, network, firewall, security, and infrastructure issues to the appropriate L2/L3/Global IT team.
• Maintain proper documentation of incidents, troubleshooting activities, and asset information.
• Support IT migration, deployment, system configuration, and other operational activities as instructed by the Client IT team.

Technical Skills:

• Windows OS, Desktop/Laptop Hardware and Software Troubleshooting.
• Microsoft 365, Outlook, Teams and common business applications.
• Basic Networking: TCP/IP, LAN, WAN, DNS, DHCP, Wi-Fi, VPN, Ping, Traceroute and IP troubleshooting.
• Basic Fortinet FortiGate/FortiOS knowledge and firewall monitoring/troubleshooting.
• Basic knowledge of switches, routers and wireless access points.
• ITSM/Helpdesk ticketing tools and ITIL processes.
• Basic understanding of endpoint security, antivirus and MFA.
• Good communication, troubleshooting and end-user support skills.

Experience:

3 years in Desktop Support / IT Helpdesk / L1 Support.