Resident IT Field Support Engineer – L2

Key Responsibilities

End User Support (Primary Responsibility)

• Provide L1/L2 support for desktops, laptops, printers, scanners, and peripherals.
• Troubleshoot Windows 11, MS Office, Outlook, Teams, and OneDrive issues.
• Manage user accounts (password resets, account unlocks, access support) in Active Directory / O365.
• Install and configure applications, antivirus, and security tools.
• Support onboarding and offboarding (user setup, email configuration, asset handover).

Basic Network & Connectivity Support

• Troubleshoot LAN/Wi-Fi connectivity issues.
• Coordinate with ISP for internet issues.
• Basic understanding of switches, access points, and firewall troubleshooting (escalate when required).
• Ensure meeting room IT equipment is operational.

IT Asset & Compliance Support

• Manage IT asset allocation and tagging.
• Maintain asset register and coordinate with central team for updates.
• Ensure devices are patched and antivirus is updated.
• Support IT audits and compliance checks when required.

Office IT Operations

• Act as onsite SPOC for Jaipur office IT issues.
• Log and track incidents in ITSM tool.
• Coordinate with L3 / Infra / Network teams for escalations.
• Handle hardware troubleshooting and vendor coordination for repairs.

Key Responsibilities

End User Support (Primary Responsibility)

• Provide L1/L2 support for desktops, laptops, printers, scanners, and peripherals.
• Troubleshoot Windows 11, MS Office, Outlook, Teams, and OneDrive issues.
• Manage user accounts (password resets, account unlocks, access support) in Active Directory / O365.
• Install and configure applications, antivirus, and security tools.
• Support onboarding and offboarding (user setup, email configuration, asset handover).

Basic Network & Connectivity Support

• Troubleshoot LAN/Wi-Fi connectivity issues.
• Coordinate with ISP for internet issues.
• Basic understanding of switches, access points, and firewall troubleshooting (escalate when required).
• Ensure meeting room IT equipment is operational.

IT Asset & Compliance Support

• Manage IT asset allocation and tagging.
• Maintain asset register and coordinate with central team for updates.
• Ensure devices are patched and antivirus is updated.
• Support IT audits and compliance checks when required.

Office IT Operations

• Act as onsite SPOC for Jaipur office IT issues.
• Log and track incidents in ITSM tool.
• Coordinate with L3 / Infra / Network teams for escalations.
• Handle hardware troubleshooting and vendor coordination for repairs.

Required Skills

• Strong troubleshooting skills (Windows OS & Hardware).
• Good knowledge of O365, Outlook, Teams.
• Basic understanding of AD & user management.
• Basic networking knowledge (IP, DNS, DHCP).
• Familiarity with IT ticketing tools.
• Good communication skills.
• Ability to work independently onsite.

Good to Have

• Experience supporting 100+ user environment.
• Experience handling Mac devices and Ubuntu laptops.
• Exposure to endpoint management tools (Intune - basic knowledge).
• Understanding of basic security practices (BitLocker, MDM).
• Experience handling asset management processes.

Behavioral Expectations

• Quick response to incidents.
• Ownership-driven approach.
• Clear communication with business users.
• Proactive in identifying recurring issues.
• Professional and disciplined work style.