L2 IT Support Engineer

Confidential

Bengaluru, Karnataka permanent

Posted: April 28, 2026

Required Skills

Job Description

Key responsibilities:

Deployment phase (office build-out / rollout)

Device deployment and desk setup (laptops, monitors, peripherals).

Provide rack & stack, cabling, and patching support.

Perform asset tagging, inventory validation, and deployment reporting.

Coordinate with network and project teams during deployment activities.

Provide Day-1 go-live support and hypercare for end users.

BAU phase (L2 deskside support)

Provide L2 deskside support for Windows, macOS, and iOS endpoints.

Support Microsoft 365 applications (Outlook, Teams, SharePoint) and related end-user services.

Manage incidents and requests via ServiceNow; own end-to-end ticket lifecycle and SLA compliance.

Provide VIP / executive support and handle escalations with clear communication.

Perform device provisioning, imaging/enrollment (Intune/SCCM/Autopilot), and lifecycle management.

Maintain asset records, documentation, and reporting to support audits and operational readiness.

Required skills & experience:

3–6 years’ experience in IT support (deskside/L2 preferred) in an enterprise environment.

Operating systems: Windows 10/11 and macOS support experience.

Microsoft 365: Outlook, Teams, SharePoint (user support and troubleshooting).

Endpoint management: Intune / SCCM / Autopilot (provisioning, enrollment, compliance basics).

Identity & access: Active Directory and Okta (account/group basics, device access troubleshooting).

Networking fundamentals: basic troubleshooting for LAN/WiFi/VPN.

ITSM tooling: ServiceNow incident/request handling; strong ticket hygiene and SLA mindset.

Deployment experience (must-have): hands-on office IT setup/rollout and large-scale device deployment (1000+ users preferred).

Experience supporting VIP / executive users; strong communication, documentation, and reporting discipline.

Nice-to-have:

Hands-on rack & stack / patching experience.

Experience in global / multinational environment.

Ability to work in a fast-paced deployment environment and adapt to shifting priorities.

Experience with iOS support and/or mobile device troubleshooting in enterprise environments.

Deliverables & KPIs (example):

Deployment readiness: devices built, tagged, and handed over as per rollout plan; Day-1 issues triaged within agreed timelines.

Ticket SLA: ≥ 95% of incidents/requests handled within SLA (ServiceNow).

Quality: strong documentation and accurate asset records/CMDB updates to support audits and reporting.

VIP support: timely communication and resolution for executive users and priority incidents.

Behavioural competencies:

Strong communication skills and confidence working in a user-facing deskside role.

Ability to operate effectively in a fast-paced deployment environment.

Demonstrated experience supporting VIP / executive users with professionalism and discretion.

Strong ownership, ticket discipline, and documentation / reporting rigor.

Other:

Working model: 24x5 shift coverage (3-shift model).

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