Band 2 Desktop Support Engineer

role will be responsible for troubleshooting hardware, software, operating system, network, and application-related issues while ensuring timely resolution of incidents and service requests., * Provide Level 2 / Band 2 technical support to end users.

• Troubleshoot desktop, laptop, printer, peripheral, and hardware issues.
• Diagnose and resolve Windows OS and application-related issues.
• Support installation, configuration, and troubleshooting of software applications.
• Troubleshoot network connectivity, VPN, Wi-Fi, and basic LAN-related issues.
• Manage and resolve incidents and service requests through the IT ticketing system.
• Perform user account, password, and access-related troubleshooting.
• Support device setup, replacement, imaging, and configuration.
• Coordinate with Level 3 teams and other technical teams for complex issues.
• Maintain accurate ticket updates and technical documentation.
• Follow defined ITIL processes, SLA requirements, and escalation procedures.
• Provide onsite support and assist users with technical issues.
• Support hardware inventory and asset management activities.
• Assist with new user onboarding and employee offboarding activities.
• Participate in technology refresh, deployment, migration, and other IT projects.
• Ensure customer issues are handled professionally and within agreed timelines.

The ideal candidate should have strong troubleshooting skills, good communication abilities, and experience working in an enterprise IT support environment., * 3+ years of experience in Desktop / End User Computing / IT Support.

• Strong troubleshooting experience with Windows 10/11.
• Experience supporting laptops, desktops, printers, scanners, and other peripherals.
• Knowledge of Active Directory and user account management.
• Basic knowledge of Microsoft 365 / Office applications.
• Knowledge of network troubleshooting, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
• Experience working with IT ticketing tools such as ServiceNow or similar platforms.
• Understanding of ITIL processes and SLA management.
• Good communication and customer-service skills.
• Ability to work independently and coordinate with multiple technical teams.

Preferred Skills

• Experience in an enterprise or managed services environment.
• Knowledge of SCCM/MECM or other endpoint management tools.
• Experience with Microsoft Intune.
• Basic knowledge of Azure AD / Entra ID.
• Experience with desktop imaging and software deployment.
• ITIL certification is a plus.

Key Competencies

• Strong troubleshooting and analytical skills
• Customer-focused approach
• Good verbal and written communication
• Problem-solving ability
• Ownership and accountability
• Ability to prioritize incidents based on business impact
• Ability to work under SLA-driven environments
• Team collaboration