L1/L2 Desktop Support Engineer – Band 2 (Full-Time)

Job Description: L1/L2 Desktop Support Engineer – Band 2 (Full-Time)

Job Summary:

We are looking for a skilled and customer-oriented Desktop Support Engineer (Band 2) to provide remote IT support across end-user systems and core infrastructure. The role requires hands-on troubleshooting experience across desktop environments, servers, networking, and enterprise tools, along with excellent communication and customer service skills.

Key Responsibilities:

· Provide Level 1/Level 2 support for desktops, laptops, servers, and IT infrastructure

· Troubleshoot hardware, software, OS, and network-related issues

· Manage and resolve incidents within SLA using ticketing tools

· Support Windows OS, desktop applications, and end-user computing

· User account management (Active Directory, password resets, GPO)

· Install, configure and maintain systems and applications

· Support virtualization and server environments

· Configure and troubleshoot networking (LAN/WAN, Wi-Fi, VLANs)

· Maintain backups, email systems, and security tools

· Coordinate with vendors and internal teams

· Maintain documentation and knowledge base

Technical Skills & Expertise:

· Windows 10/11 Support & Desktop Troubleshooting

· Microsoft Office 365 & Outlook Support

· Active Directory & Group Policy Management

· VMWare vSphere, Microsoft Hyper-V

· Windows Server 2008–2022

· DNS, DHCP, VLANs, TCP/IP Networking

· Firewalls

· Knowledge on Backup software like VMWARE

· Linux: Red Hat, CentOS (basic)

· Email: Office 365, Exchange Server

· Email Security tools

· Remote Tools

· Ticketing Tools (ServiceNow or similar)

Communication & Soft Skills:

· Excellent verbal and written communication

· Strong customer service orientation

· Ability to explain technical issues simply

· Good listening and problem-solving skills

· Ability to prioritize and handle pressure

· Team player with proactive attitude

Experience & Qualification:

4–6 years of experience in desktop/end-user support Bachelor’s degree in IT or related field (preferred) Certifications (Microsoft, VMware, ITIL) are a plus

Pay: $25.00 – $30.00 per hour

Work Location: In person