L2 Support Engineer

CBY Services; India; On-site; INR 600,000 - 800,000; Full time

Job summary

CBY Services is looking for an experienced Desktop Support specialist in Mumbai, India. You will resolve complex technical issues, manage escalated support tickets, and coordinate with various teams for effective problem-solving.

The ideal candidate should have over 4 years of experience in desktop support, troubleshooting hardware, and knowledge of Microsoft 365 applications. Proficiency in English is required for effective user coordination.

Qualifications

• 4+ years of experience in desktop support and IT services.
• Proficient in resolving complex technical issues.
• Knowledge of hardware diagnostics and repair.

Responsibilities

• Resolve escalated desktop support tickets involving hardware failures.
• Perform hardware diagnostics and repairs.
• Troubleshoot complex application issues on Windows and macOS.
• Manage network connectivity issues and security data handling.

Skills

Troubleshooting hardware issues

Network connectivity issues

Microsoft 365 applications support

Windows and macOS interaction

Problem resolution

Technical documentation

English proficiency

Job description

• Industry: Information Technology & Services
• Number of Position: 2 Openings
• Years of Experience: 4 years +

Responsibilities

• Resolve escalated desktop support tickets involving hardware failures, OS corruption, and complex application issues.
• Perform hardware diagnostics, repair, and replacement laptops.
• Resolve SSD/HDD, RAM, battery, motherboard-related issues
• Troubleshoot Windows and macOS hardware–OS interaction issues (driver conflicts, firmware, BIOS/UEFI updates).
• Advanced troubleshooting of network connectivity issues, including: DNS resolution, IP conflicts, DHCP failures
• Support and configure networked peripherals (printers, telephone).
• Support Microsoft 365 applications and configuration with user configurations.
• Outlook profile corruption, PST/OST issues, OneDrive configuration & Sharepoint knowledge.
• Teams audio/video and network performance issues.
• Basic knowledge of VC Conferences devices.
• Coordinate with network, security, and infrastructure teams for issue resolution.
• Knowledge of security, encryption, MFA, and executive-level data handling.
• Manage and resolve incidents and service requests promptly and efficiently.
• Maintain detailed technical documentation and knowledge base articles.
• Be proficient with English while coordinating with user.