End User Support L2 ( Experience - 7-10 Years/L2 level of exposure/ Team

Role: End User Support L2 Experience - 7-10 Years/L2 level of exposure/ Team lead/management Location Bangalore, Karnataka Fulltime Permanent Notice Period: Immediate 1 Month Max Shift: 12x6 Interview Process Round 1: Virtual Interview Round 2: Face-to-Face Interview at Sony Office Round 3: Final Discussion / Client Round Screening Parameters: Please screen the profiles for EUS L2 based on the below skill set:- They should be leading a team.They have good knowledge of SLACandidate should have experience in patching (Intune or SCCM, or Manage Engine PMP, etc)Experience in handling VIP or similar types of usersGood knowledge of Windows and Macintosh. Linux would be an additional skillset, but not mandatory.Note: Communication should be good.Need only good quality profiles.Face-to-face round is mandatory.Also, please assess their minimum communication skills by asking them to give a brief personal introduction. I believe this will help in evaluating them better. END USER SUPPORT L2 DESKTOP SUPPORT ENGINEER Location: Bangalore Shift: 12x6 Experience: 4-5 years --- JOB SUMMARY: The Desktop Support L2 engineer acts as an escalation point for L1 issues and oversees day-to-day operations of the service desk. This role combines advanced technical troubleshooting with operational management, including incident handling, shift coordination, people management, and reporting. The L2 engineer ensures SLA compliance, process adherence, and continuous improvement while maintaining an excellent customer experience. The role requires hands-on support across diverse environments, including Windows and Macintosh, with expertise in patch management, automation, and problem resolution. --- KEY RESPONSIBILITIES: - Provide deskside and remote support for hardware and software issues, including break-fix, printer troubleshooting, and escalation management. - Deliver expert support for Macintosh (macOS) environments, ensuring seamless user experience across platforms. - Manage patching processes using tools such as SCCM, Intune, and ManageEngine Patch Management, ensuring timely and compliant updates. - Support VIP users with priority incident resolution and tailored support services. - Perform IMACD support for workstations and peripherals for new and existing employees, ensuring efficient onboarding and offboarding. - Handle and coordinate repair, resolution, and replacement of hardware devices at designated locations, engaging vendors as needed. - Ensure software compliance across enterprise users, maintaining adherence to licensing and security policies. - Support AV/VC systems and conferencing tools for meetings and events, especially for VIPs, ensuring smooth operation. - Deliver basic troubleshooting for Office 365 applications and collaborate on EUC automation initiatives using tools such as Power Automate, Nexthink, and Anakage. - Leverage Nexthink analytics for monitoring, troubleshooting, and proactive issue resolution. - Log, track, and manage tickets through ITSM tools like BMC Helix, ensuring accurate documentation and timely resolution. - Communicate effectively via calls, email, and ITSM channels for incident and request management, maintaining professional stakeholder engagement. - Ensure compliance with ITIL processes throughout incident and service request lifecycles, contributing to process improvements. - Create, update, and maintain SOPs and Knowledge Base articles to facilitate knowledge sharing and operational consistency. - Lead and mentor a team of 3-4 members, fostering skill development and best practices. - Handle projects such as migration, patching, and system upgrades, coordinating with relevant teams to ensure successful delivery. - Analyze, diagnose, and resolve complex technical incidents independently, demonstrating strong problem-solving skills. - Conduct root cause and trend analysis, preparing reports for business stakeholders to inform continuous improvement initiatives. - Participate in change management activities, ensuring error prevention and compliance with organizational standards. --- TECHNICAL SKILLS: - Strong hands-on experience supporting Windows OS, MS Office, and Macintosh (macOS) troubleshooting. - Expertise in identifying hardware issues and engaging vendor/asset teams for replacement of desktops, laptops, and printers. - Proficiency in patch management using SCCM, Intune, and other tools, with experience in managing patch deployment and compliance. - Hands-on experience supporting Macintosh environments, ensuring compatibility and user support. - Familiarity with AV/VC systems and conferencing tools for seamless meeting support. - Knowledge of ITSM tools such as BMC Helix, with experience in ticket management and process adherence. - Experience with EUC automation tools like Power Automate, Nexthink, and Anakage for process optimization and monitoring. - Basic network .