Band 2 Desktop Support Engineer

Skill : Band 2 DSS Engineer

Start Date : ASAP

Important note:-

1.  Tech must have an own car – for the movement if required. (Valid DL)

 BGV: Yes Required

Drug test – Yes Required

Job Overview

role will be responsible for troubleshooting hardware, software, operating system, network, and application-related issues while ensuring timely resolution of incidents and service requests.

The ideal candidate should have strong troubleshooting skills, good communication abilities, and experience working in an enterprise IT support environment.

Key Responsibilities

• 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.

Required Skills

• 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