IT Support Engineer (L1/L2)

Job Title: IT Support Engineer (L1/L2) / End User Computing (EUC) Engineer

Location: Ahmedabad

Experience: 3–6 Years

Employment Type: Full-Time

Role Overview

We are looking for a proactive and customer-focused IT Support Engineer (L1/L2) to provide technical support for end-user computing environments across Windows and macOS platforms. The ideal candidate will have hands-on experience in desktop support, Microsoft 365 administration, Active Directory user management, networking fundamentals, and troubleshooting enterprise IT infrastructure issues.

Key Responsibilities

End User Support

• •Provide L1/L2 support for Windows and macOS desktops, laptops, and peripheral devices.
• •Diagnose and resolve hardware, software, operating system, and application-related issues.
• •Support onboarding and offboarding activities, including device provisioning and user setup.
• •Handle service requests and incidents through ticketing systems while meeting SLA requirements.

Microsoft 365 & Collaboration Tools

• •Provide support for Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office Suite.
• •Troubleshoot email, calendar, mailbox, and collaboration-related issues.
• •Support VPN connectivity, remote access solutions, and remote workforce environments.

Identity & Access Management

• •Create, modify, disable, and manage user accounts in Active Directory.
• •Manage password resets, group memberships, distribution lists, and access permissions.
• •Support user authentication and access-related troubleshooting.

Infrastructure Monitoring & Maintenance

• •Monitor system health, backups, antivirus status, and patch management activities.
• •Perform routine maintenance of Windows and macOS systems.
• •Ensure endpoint security compliance and software updates are applied regularly.

Virtualization Support

• •Provide basic support for VMware and Hyper-V environments.
• •Assist in troubleshooting virtual machine-related issues and resource allocation concerns.

Network Troubleshooting

• •Troubleshoot LAN, WAN, DNS, DHCP, VPN, firewall, and Wi-Fi connectivity issues.
• •Diagnose network performance problems and coordinate with infrastructure teams for resolution.
• •Support office network devices, printers, and communication systems.

Documentation & Process Improvement

• •Maintain accurate documentation of incidents, resolutions, and IT procedures.
• •Contribute to knowledge base articles and standard operating procedures.
• •Identify recurring issues and recommend preventive measures.

Required Skills & Qualifications

• •3–6 years of experience in IT Support, Desktop Support, Service Desk, or EUC Support roles.
• •Strong hands-on experience with Windows 10/11 and macOS support.
• •Experience supporting Microsoft 365, Outlook, Teams, OneDrive, and Office applications.
• •Good understanding of Active Directory administration and user lifecycle management.
• •Experience with VPN, remote access tools, and endpoint management.
• •Knowledge of networking concepts including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, and firewall troubleshooting.
• •Experience monitoring backups, antivirus solutions, and patch management processes.
• •Basic exposure to VMware and/or Hyper-V virtualization platforms.
• •Strong troubleshooting, analytical, and customer service skills.
• •Excellent verbal and written communication skills.

Preferred Skills

• •Exposure to Microsoft Intune, SCCM, JAMF, or other endpoint management tools.
• •Knowledge of ITIL processes and ticketing tools such as ServiceNow, Jira, Freshservice, or Zendesk.
• •Certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, Azure Fundamentals, or ITIL Foundation are a plus.

Key Skills

Windows Support, macOS Support, Desktop Support, End User Computing, EUC, Service Desk, Helpdesk, Microsoft 365, Outlook, Teams, OneDrive, Active Directory, VPN, Remote Access, DNS, DHCP, LAN, WAN, Wi-Fi, Firewall, VMware, Hyper-V, Antivirus, Patch Management, Backup Monitoring, SCCM, Intune, JAMF, ServiceNow, ITIL.