Senior Service Desk Engineer - L2 End - User Computing Support

Location : Mumbai / Pune

Experience : 5 - 8 Years

Shift : Mandatory coverage during US business hours

Position Summary :

We are seeking a Senior Service Desk Engineer to deliver high - quality technical assistance to enterprise users across a distributed business environment.

The role focuses on diagnosing workplace technology issues, managing service requests, and ensuring employees receive timely, clear, and dependable support.

The engineer will act as an experienced L2 point of contact for complex user - facing issues, coordinating with specialist teams when resolution requires additional expertise.

Success in this position depends on sound troubleshooting, disciplined service management, strong communication, and the ability to support users professionally during business - critical situations.

Core Responsibilities :

- Advanced User Assistance : Investigate escalated issues involving workstation functionality, productivity applications, virtual desktops, connectivity, authentication, peripherals, and mobile devices.

- Workplace Application Troubleshooting : Diagnose problems across Windows 10/11, Microsoft 365, Outlook, Teams, SharePoint, and OneDrive, restoring normal functionality wherever possible within the service desk scope.

- Virtual Access and Connectivity Support : Assist users experiencing Citrix/VDI access failures, VPN connectivity problems, Remote Desktop issues, single sign - on interruptions, and multifactor authentication difficulties.

- Service Request Fulfilment : Process approved access - related requests, password assistance, employee technology setup, departure - related requests, hardware support, and business application incidents in accordance with established procedures.

- Ticket Progression and Accountability : Maintain clear records of symptoms, investigation steps, actions taken, outstanding dependencies, and resolution outcomes. Keep users informed of progress and ensure tickets meet defined response and resolution commitments.

- Priority Incident Assistance : Contribute to high - severity incident response by identifying related tickets, gathering user - impact information, communicating service updates, and coordinating with relevant technical teams.

- Cross - Team Resolution: Engage application support, network operations, infrastructure specialists, security teams, and external vendors when an issue falls outside the service desk's authorized troubleshooting scope.

- Executive and High - Touch Support : Provide discreet, responsive assistance to senior stakeholders and other priority users, adapting communication to the urgency and business impact of each issue.

- Service Continuity Coordination : Respond to service desk alerts concerning backup or replication activity and file restoration requests by documenting the impact and routing them to the responsible technical teams.

- Knowledge Development : Convert recurring issues and successful troubleshooting approaches into practical knowledge articles, support instructions, and reusable diagnostic notes.

- Queue Management : Help maintain service quality during peak ticket volumes by assessing urgency, organizing competing requests, identifying recurring incidents, and escalating emerging service risks.

- User Experience Improvement : Identify recurring friction points in workplace technology support and recommend practical changes to troubleshooting guidance, request handling, and communication practices.

Mandatory Technical Competencies :

- End - User Computing : Windows 10/11, desktop and laptop troubleshooting, printers, peripherals, and mobile - device support.

- Microsoft Environment : Microsoft 365, Outlook, Teams, SharePoint, OneDrive, Intune, Active Directory, and Microsoft Entra ID.

- Virtualization and Remote Access : Citrix/VDI, VPN, RDP, SSO, MFA, remote - support utilities, and remote monitoring and management tools.

- IT Service Management : Hands - on experience with Freshservice, ServiceNow, Jira Service Management, or a comparable ticketing platform.

- Service Delivery Practices : Incident classification, request processing, prioritization, SLA tracking, escalation protocols, and accurate ticket documentation.

- Communication : Strong written and spoken English, with the ability to explain technical issues clearly to users with varying levels of technical knowledge.

Experience and Professional Requirements :

- 5 - 8 years of experience in enterprise service desk operations, end - user computing support, desktop support, or corporate IT assistance.

- Demonstrated capability to investigate and resolve L2 issues independently before involving specialist teams.

- Experience supporting users in a structured enterprise environment with formal service targets and documented operating procedures.

- Confidence handling sensitive user requests and providing professional support to executive - level stakeholders.

- Ability to work during US business hours and coordinate effectively with geographically distributed support teams.

- A methodical approach to troubleshooting, prioritization, documentation, and incident ownership.

Preferred Skills :

- ITIL Foundation certification or practical familiarity with ITIL - based service management.

- Exposure to Okta, Zscaler/ZIA, Mimecast, RingCentral, Zoom, VMware, or similar workplace technology solutions.

- Familiarity with iOS and Android support in corporate environments.

- Experience coordinating backup - related alerts, replication notifications, and file recovery requests with the relevant technical owners.

Scope of the Role :

This is an L2 service desk and end - user support position focused on workplace technology, ticket resolution, and coordination across support teams.

It does not carry ownership of infrastructure administration, operating - system patching, software deployment, Active Directory or Group Policy administration, or cybersecurity operations.