About the Job
The company is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 50 years. The company offers a consulting-led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions.
Job Description
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Roles and Responsibilities:
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Advanced End User Support (L2)
- Resolve L2 escalations related to Windows OS issues (performance, stability, configuration).
- MS Office and enterprise desktop applications support.
- Desktop/laptop hardware and peripheral failures troubleshooting.
- Provide onsite support for issues not resolvable remotely.
- Act as a technical escalation point for L1 engineers.
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Endpoint Management & Security
- Perform OS installation, configuration, patching, and hardening.
- Support disk encryption using approved tools.
- Coordinate with Information Security teams for DLP requirements and NAC-related endpoint access issues.
- Ensure endpoint compliance with security and audit standards.
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Asset Lifecycle & CMDB Management
- Own desktop/laptop lifecycle management, including provisioning, redeployment, and retirement.
- Ensure accurate CMDB and asset updates in the ITSM tool.
- Perform quarterly asset reconciliation across SCCM, Active Directory, and Qualys.
- Identify and remediate asset discrepancies.
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Backup, Restore & Recovery
- Perform end-user OS backup and restoration activities.
- Support device recovery during failures or replacements.
- Validate successful recovery and user readiness.
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Vendor & OEM Coordination
- Coordinate with hardware vendors and OEMs for warranty support, hardware repair, and replacement.
- Track vendor cases to closure and ensure SLA compliance.
- Provide regular updates to service delivery stakeholders.
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Service Improvement & Governance
- Analyze recurring incidents and propose problem management actions.
- Support CSAT analysis and improvement plans.
- Mentor and guide L1 engineers.
- Contribute to process, SOP (Standard Operating Procedures), and knowledge base enhancements.
Skills & Experience
- Advanced Windows desktop troubleshooting.
- Experience with SCCM, Active Directory, and Qualys (operational and reconciliation usage).
- Knowledge of endpoint security controls (encryption, patching, hardening).
- Vendor/OEM coordination.
- Familiarity with ITSM tools and CMDB management.
Thank you for your interest in applying for this position with the company. We will review your application and will get back to you if we are considering your interest in this opportunity.
Application Deadline: 30-April-2026.
