L2 Desktop Support / End User Support Engineer

VMC Soft Technologies, Inc

Hyderabad

On-site

INR 446,000 - 781,000

Full time

48 hours ago

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Job summary

VMC Soft Technologies, Inc is seeking an experienced L2 Desktop Support Engineer to provide remote and on-site technical support to end users. You will troubleshoot desktop and end-user issues, support conferencing equipment, manage incidents and service requests, and coordinate with other teams for resolution.

The role requires strong Windows troubleshooting, ITSM experience, and willingness to work in rotational/night shifts.

Qualifications

5+ years of relevant experience in Desktop / End User Support with 6+ years of total IT experience.
Strong experience in L2 Desktop Support / Technical Support.
Hands-on troubleshooting of Windows desktops/laptops, peripherals, and end-user devices.
Experience with Incident Management, Service Requests, and ITSM processes.
Knowledge of file backup and data restoration procedures.
Experience supporting video conferencing equipment.
Good understanding of network, security, and application support escalation processes.

Responsibilities

Provide L2 remote technical support for end-user issues across in-scope locations.
Troubleshoot and resolve issues related to desktops, laptops, peripherals, and end-user devices.
Assist end users in restoring lost or damaged files/data from backups, particularly data stored on shared drives.
Provide remote support for video conferencing equipment and related technologies.
Coordinate with on-site technical support teams to ensure incidents and service requests are resolved within agreed SLAs.
Provide end users with instructions, guidance, and usage assistance for supported devices and software.
Track and maintain IT equipment and spare inventory, including replenishment and servicing requirements.
Document troubleshooting solutions, procedures, and resolutions for Break/Fix incidents in the knowledge base.
Handle high-priority incidents and on-call support as required.
Define and follow clear escalation procedures for end-user and service-related issues.
Route unresolved incidents to appropriate L3/application support, Network, Security, or other specialized teams.
Monitor assigned tickets and ensure timely resolution, communication, and closure.
Maintain accurate incident and service request documentation in the ITSM/ticketing system.
Follow established Order and Service Management processes and operational procedures.

Skills

L2 Desktop Support

End User Support

Windows Troubleshooting

Incident Management

ITSM

Remote Support

Documentation

On-call support

Tools

ServiceNow

BMC Remedy

Job description

Job Title: L2 Desktop Support Engineer

Experience: 6+ Years Total Experience (Minimum 5+ Years Relevant Experience)

Location: Hyderabad / Bangalore

Shift: Rotational / Night Shifts

Job Type: Contract

Job Summary

We are looking for an experienced L2 Desktop Support / End User Support Engineer to provide remote and on-site technical support to end users. The candidate will be responsible for troubleshooting desktop and end-user issues, supporting conferencing equipment, managing incidents and service requests, maintaining knowledge documentation, and coordinating with other technical teams for issue resolution.

Key Responsibilities

Provide L2 remote technical support for end-user issues across in-scope locations.
Troubleshoot and resolve issues related to desktops, laptops, peripherals, supported applications, and end-user devices.
Assist end users in restoring lost or damaged files/data from backups, particularly data stored on shared drives.
Provide remote support for video conferencing equipment and related technologies.
Coordinate with on-site technical support teams to ensure incidents and service requests are resolved within agreed SLAs.
Provide end users with instructions, guidance, and usage assistance for supported devices and software.
Track and maintain IT equipment and spare inventory, including replenishment and servicing requirements.
Document troubleshooting solutions, procedures, and resolutions for Break/Fix incidents in the knowledge base.
Handle high-priority incidents and on-call support as required.
Define and follow clear escalation procedures for end-user and service-related issues.
Route unresolved incidents to appropriate L3/application support, Network, Security, or other specialized teams.
Monitor assigned tickets and ensure timely resolution, communication, and closure.
Maintain accurate incident and service request documentation in the ITSM/ticketing system.
Follow established Order and Service Management processes and operational procedures.

Required Skills

5+ years of relevant experience in Desktop / End User Support with 6+ years of total IT experience.
Strong experience in L2 Desktop Support / Technical Support.
Hands-on troubleshooting of Windows desktops/laptops, peripherals, and end-user devices.
Experience with Incident Management, Service Requests, and ITSM processes.
Knowledge of file backup and data restoration procedures.
Experience supporting video conferencing equipment.
Good understanding of network, security, and application support escalation processes.
Experience in maintaining IT asset/spare inventory.
Strong troubleshooting, documentation, and problem-solving skills.
Good communication and customer-handling skills.
Willingness to work in rotational and night shifts and provide on-call support.

Preferred / Desirable Skills

ITIL / ITSM knowledge or certification.
Experience with tools such as ServiceNow, BMC Remedy, or similar ITSM platforms.
Knowledge of Active Directory, Office 365/Microsoft 365, VPN, DNS, DHCP, and basic networking.
Experience with Microsoft Teams, Zoom, Webex, or other conferencing solutions.
Knowledge of Knowledge Management and KB documentation.
Experience working in an enterprise/global support environment.

Key Skills for Sourcing