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.