Job Description: Desktop Support Engineer (L2 Remote Support)
Position Overview:
The Desktop Support L2 role is responsible for providing advanced remote technical support for end users, focusing on Virtual Desktop Infrastructure (VDI), O365/Exchange, identity and access management, mobility devices, Intune support, and both standard and non-standard application installations. The ideal candidate will have experience supporting a diverse user base, troubleshooting complex issues, and ensuring high levels of user satisfaction.
Key Responsibilities:
- Provide remote L2 support for VDI environments, including troubleshooting, user provisioning, and performance optimization.
- Support O365 and Exchange platforms, including mailbox management, license allocation, troubleshooting, and vendor engagement.
- Manage identity and access, including user account creation, modification, password resets, and access troubleshooting across multiple platforms.
- Provide support for printers and mobility devices, including device enrollment, configuration, and issue resolution.
- Administer and support Intune for device management, policy enforcement, and compliance.
- Install, configure, and troubleshoot both standard and non-standard applications, ensuring compatibility and optimal performance.
- Perform device provisioning and management for various form factors (Windows, , mobile, virtual, and physical devices)
- Ensure endpoint security and compliance through patching, reporting, and information protection. Hands on tools like Zscaler, Trend Micro and VPN.
- Collaborate with other IT teams for escalations, root cause analysis, and incident resolution.
- Maintain documentation of issues, solutions, and standard operating procedures.
- Participate in incident, request, and change management processes, ensuring timely resolution and high customer satisfaction.
Qualifications:
- 5+ years of experience in desktop or end-user support, with a focus on remote troubleshooting.
- Strong knowledge of AD Server, VDI, O365, Exchange, Networking, firewalls, Intune, and identity/access management.
- Experience with device management tools and application deployment.
- Familiarity with printer and mobility device support.
- Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate).
- Ability to perform remote troubleshooting and provide clear instructions
- Ready work in shift rotation 24X7
- Hybrid work from office and home. It can lead to full time Work from office in future
- Excellent communication and customer service skills.
This role is critical in ensuring a secure, productive, and seamless end-user experience across the organization’s digital workplace.
We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to caste, colour, creed, religion, gender, gender identity, sexual orientation, age, disability, HIV status, or any other status protected by law. Candidates with disabilities who require accommodations during the recruitment process are encouraged to contact our Talent Acquisition team to place a request.
