End Point Management / Deskside Engineer - L2

L2 – End Point Management / Deskside Engineer
Location: Turbhe, Navi Mumbai
Experience: 3–5 years in Deskside / EUC / End Point Management
Coverage: 12×6 with escalation support
Job Overview
Responsible for L2 deskside, EUC and endpoint management support for 5,000+ users PAN-India, including advanced troubleshooting of desktops, laptops, O365, Teams, OneDrive, MS Office, endpoint security and enterprise endpoint management tools.
Key Responsibilities
Provide L2 deskside and remote support for complex hardware, software and endpoint-related issues.
Troubleshoot Windows 10/11, laptops, desktops, printers, peripherals and connectivity issues.
Provide advanced support for O365, Outlook, Teams, OneDrive and MS Office.
Perform laptop preparation and deployment activities, including standard software installation, imaging, encryption, backup and data migration.
Troubleshoot and support Active Directory, Group Policy, MDM and endpoint management related issues.
Support endpoint security initiatives including DLP, NAC, encryption, vulnerability remediation and patching.
Handle escalated incidents from L1 and ensure timely resolution within SLA.
Analyze recurring incidents and participate in RCA and problem management activities.
Coordinate with server, network, security, application and vendor teams for complex issue resolution.
Support endpoint-related projects such as AD migration, MDM implementation, DLP, NAC and MS Office upgrades.
Manage software deployment, configuration and troubleshooting across enterprise endpoints.
Support asset movement, inventory validation and joint inspection activities.
Coordinate with OEMs and vendors for hardware replacement and remote-location interventions.
Prepare operational reports, service metrics, capacity/utilization reports and management dashboards.
Ensure SLA compliance, audit readiness and adherence to RBI, security and organizational policies.
Maintain SOPs, runbooks, KB articles and technical documentation.
Support DR drills, preventive maintenance, patching and vulnerability remediation.
Participate in Priority incident management and provide timely technical updates.
Follow Incident, Problem, Change and Service Request Management processes.
Technical Skills
Windows 10/11, O365, Outlook, Teams, OneDrive, MS Office, Active Directory, Group Policy, MDM, Endpoint Management, DLP, NAC, Imaging & Encryption Tools, Hardware Troubleshooting, ITSM/Ticketing Tools, Remote Support
Preferred Skills
Basic PowerShell / Scripting, ITIL Foundation, SCCM / MECM, Intune, Endpoint Security Tools
Coverage Model
12×6 – Mumbai hubs: Seawood, Rupa Solitaire, Centrum House, Dani Park, Vinay Bhavya.

Work arrangement
No