End User Support L2

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

Job summary

Devdort is seeking an experienced End User Support L2 Engineer in Powai, Mumbai, to provide advanced technical support for end users, desktops, laptops, applications, network connectivity, and endpoint environments.

You will troubleshoot incidents, maintain IT assets, ensure SLA compliance, and coordinate with L3 teams and vendors for complex issues. Strong Windows and Microsoft 365 experience is required.

Qualifications

• Experience troubleshooting Windows OS, applications, hardware, and end-user computing issues.
• Hands-on with Active Directory and Group Policy.
• Experience with SCCM/MECM and Microsoft Intune.
• Strong IT operations and end-user computing knowledge.
• Networking basics: TCP/IP, DNS, DHCP.
• Microsoft 365 administration and troubleshooting; familiarity with antivirus/EDR.

Responsibilities

• Troubleshoot and resolve Windows OS, application, hardware, and end-user computing issues.
• Provide L2 support for desktops, laptops, printers, scanners, and peripherals.
• Install, configure, maintain, and troubleshoot operating systems, software, and security updates.
• Provide support for Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office Suite.
• Perform software deployment, patch management, and endpoint compliance activities.
• Diagnose and resolve network connectivity issues involving LAN, Wi-Fi, VPN, etc.
• Manage incidents, service requests, and escalations through ITSM/ticketing tools.
• Ensure incidents and requests are resolved within defined SLA timelines.
• Maintain IT asset inventory and support hardware lifecycle management.
• Coordinate with L3 teams and external vendors for complex technical issues.
• Create and maintain technical documentation, SOPs, troubleshooting guides, and knowledge-base articles.
• Support meeting-room technology, including projectors, smart displays, and video conferencing systems.
• Troubleshoot and support video conferencing platforms such as Microsoft Teams and Zoom.
• Ensure proper asset tracking, compliance, and documentation.
• Focus on improving first-time fix rate, user satisfaction, and reduction of recurring incidents.

Skills

Windows 11

Windows Server

Active Directory

Group Policy

SCCM/MECM

Microsoft Intune

IT Operations

Networking fundamentals

Microsoft 365 administration

Antivirus/EDR

ITSM tools usage

SLA-based ticket resolution

IT asset management

Communication skills

Customer service

Independent work with coordination

Tools

SCCM/MECM

Microsoft Intune

Job description

Job Description — End User Support L2

Position: End User Support L2

Location: Powai, Mumbai

Experience: 3–5 Years

Notice Period: 15–30 Days

Job Summary

We are looking for an experienced End User Support L2 Engineer to provide advanced technical support for end users, desktops, laptops, applications, network connectivity, and endpoint environments. The candidate will be responsible for troubleshooting incidents, maintaining IT assets, ensuring SLA compliance, and coordinating with L3 teams and vendors for complex technical issues.

Key Responsibilities

• Troubleshoot and resolve Windows OS, application, hardware, and end-user computing issues.
• Provide L2 support for desktops, laptops, printers, scanners, and other IT peripherals.
• Install, configure, maintain, and troubleshoot operating systems, software, and security updates.
• Provide support for Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office Suite.
• Perform software deployment, patch management, and endpoint compliance activities.
• Diagnose and resolve network connectivity issues involving LAN, Wi-Fi, VPN, etc.
• Manage incidents, service requests, and escalations through ITSM/ticketing tools.
• Ensure incidents and requests are resolved within defined SLA timelines.
• Maintain IT asset inventory and support hardware lifecycle management.
• Coordinate with L3 teams and external vendors for complex technical issues.
• Create and maintain technical documentation, SOPs, troubleshooting guides, and knowledge-base articles.
• Support meeting-room technology, including projectors, smart displays, and video conferencing systems.
• Troubleshoot and support video conferencing platforms such as Microsoft Teams and Zoom.
• Ensure proper asset tracking, compliance, and documentation.
• Focus on improving first-time fix rate, user satisfaction, and reduction of recurring incidents.

Required Skills

• Strong knowledge of Windows 11 and basic understanding of Windows Server concepts.
• Hands-on experience with Active Directory and Group Policy.
• Experience with endpoint management tools such as SCCM/MECM, Microsoft Intune, or similar platforms.
• Strong understanding of IT Operations and End User Computing.
• Good knowledge of networking fundamentals including TCP/IP, DNS, and DHCP.
• Experience with Microsoft 365 administration and troubleshooting.
• Familiarity with Antivirus/EDR tools and endpoint security practices.
• Strong incident troubleshooting and resolution skills.
• Experience working with ITSM tools and SLA-based ticket resolution.
• Good understanding of IT asset management and compliance.
• Strong communication and customer-service skills.
• Ability to work independently and coordinate effectively with L3 teams and vendors.

Key Performance Expectations

• High First-Time Fix Rate (FTFR).
• Timely resolution of incidents within defined SLA.
• High User Satisfaction Score (CSAT).
• Accurate asset and compliance records.