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.