Desktop Support Engineer - Neurealm - Bangalore

Neurealm; Chennai District; Hybrid; INR 350,000 - 550,000; Full time

Job summary

Neurealm seeks a skilled End User Support Engineer (L2) to deliver advanced technical support for end-user computing environments. You will troubleshoot hardware, software, network, and application issues while maintaining high customer satisfaction and SLA adherence.

The role involves providing Level 2 support for desktops, laptops, printers, and mobile devices, managing Active Directory accounts, and supporting Windows OS and Microsoft 365 applications.

Qualifications

• Experience providing Level 2 IT support for end-user computing environments.
• Strong troubleshooting skills for hardware, software, network, and application issues.
• Knowledge of Windows operating systems and Microsoft 365 applications.
• Experience managing user accounts and permissions via Active Directory.
• Familiarity with incident management and SLAs.
• Experience software installations, patches, and configuration management.
• Basic VPN connectivity and network troubleshooting knowledge.

Responsibilities

• Provide Level 2 technical support for desktops, laptops, printers, mobile devices, and peripherals.
• Diagnose and resolve hardware, software, OS, and application issues.
• Support Windows OS and Microsoft 365 apps.
• Manage user accounts, permissions, and access requests via Active Directory.
• Handle incident, service request, and problem tickets within SLAs.
• Perform software installations, upgrades, patching, and configuration management.
• Support VPN connectivity, network troubleshooting, and basic LAN/WAN issues.
• Coordinate with L3 teams, vendors, and stakeholders for issue resolution.
• Conduct root cause analysis and document troubleshooting procedures.
• Provide remote and onsite support to end users.
• Maintain IT asset inventory and ensure policy compliance.
• Assist in system migrations, deployments, and IT infrastructure projects.

Skills

End user support

Windows troubleshooting

Active Directory

Microsoft 365

VPN networking basics

Remote support

Tools

Microsoft 365 Admin Center

Remote Desktop

Job description

Job Summary

We are seeking a skilled and customer-focused End User Support Engineer (L2) to provide advanced technical support for end-user computing environments. The ideal candidate will be responsible for troubleshooting hardware, software, network, and application-related issues while ensuring a high level of customer satisfaction and adherence to SLA commitments.

Key Responsibilities

• Provide Level 2 technical support for desktops, laptops, printers, mobile devices, and related peripherals.
• Diagnose and resolve hardware, software, operating system, and application issues.
• Support Microsoft Windows operating systems and Microsoft 365 applications.
• Manage user accounts, permissions, and access requests through Active Directory.
• Handle incident, service request, and problem tickets within defined SLAs.
• Perform software installations, upgrades, patching, and configuration management.
• Support VPN connectivity, network troubleshooting, and basic LAN/WAN issues.
• Coordinate with L3 teams, vendors, and stakeholders for issue resolution.
• Conduct root cause analysis and document troubleshooting procedures.
• Provide remote and onsite support to end users.
• Maintain IT asset inventory and ensure compliance with organizational policies.
• Assist in system migrations, deployments, and IT infrastructure projects.