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Country/Region:  IN
Requisition ID:  38296
Work Model: 
Position Type: 
Salary Range: 
Location:  INDIA - NOIDA- BIRLASOFT OFFICE

Title:  Engineer-Cloud & Infra Engg

Description: 

L2 Desktop Engineer (Grade 4A) – Job Description

Job Title: L2 Desktop Engineer (End User Computing)
Grade: 4A – Engineer
Experience: 3–5 Years
Location: Any Birlasoft Location
Shift: Business / 24x7 Support (as per project requirement)

Job Summary

The L2 Desktop Engineer is responsible for providing advanced technical support for desktops, laptops, printers, peripherals, Microsoft 365 applications, endpoint security, and user computing services. The role acts as the escalation point for issues that cannot be resolved by L1 support and ensures adherence to SLA, security, and compliance requirements. The engineer will also support endpoint lifecycle management, asset management, and workplace technology initiatives. This aligns with responsibilities identified in internal L2 EUC and Desktop Support profiles. [Sample Pro...Services) | PDF], [JD for US...neer in NJ | Word], [Lot 4 - 3.4 Q&A | Word]

Key Responsibilities

Incident & Service Request Management

  • Resolve escalated L2 incidents related to desktops, laptops, printers, and peripherals.
  • Perform detailed troubleshooting and root cause analysis.
  • Support hardware break-fix activities and coordination with OEM vendors.
  • Ensure SLA compliance through ServiceNow or equivalent ITSM tools. [Birlasoft...ment V 5.6 | PDF], [JD for L2 Engineer | Word]

End User Computing (EUC) Support

  • Windows 10/11 installation, imaging, patching, and troubleshooting.
  • Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint).
  • Active Directory user administration, password resets, group management, and GPO troubleshooting.
  • Administration of endpoint security tools and VPN connectivity. [JD for L2 Engineer | Word], [Sample Pro...Services) | PDF]

Endpoint & Asset Management

  • Device provisioning and deployment for new joiners.
  • Employee exit support including asset recovery and data sanitization.
  • Maintain IT asset inventory and participate in audits.
  • Support lifecycle management of laptops, desktops, and accessories. [JD for US...neer in NJ | Word], [Sample Pro...Services) | PDF]

Security & Compliance

Collaboration & Escalation

  • Work closely with L1 Service Desk, L3 Infrastructure, Security, and Network teams.
  • Coordinate with OEMs and external vendors for hardware replacements and warranty issues.
  • Participate in major incident resolution and problem management activities. [Birlasoft...ment V 5.6 | PDF], [L2 SERVER...SIBILITIES | Word]

Technical Skills

  • Windows 10/11 Administration
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • Active Directory & Group Policies
  • Microsoft Intune / SCCM
  • Azure AD / Entra ID (basic administration)
  • VPN, DNS, DHCP, TCP/IP, LAN/Wi-Fi Troubleshooting
  • Endpoint Security Tools (CrowdStrike, Defender, McAfee, etc.)
  • ServiceNow ITSM
  • Hardware Diagnostics and Break-Fix Support [Sample Pro...Services) | PDF], [JD for L2 Engineer | Word]

Soft Skills

Preferred Certifications

  • ITIL Foundation
  • Microsoft Modern Desktop Administrator
  • Microsoft 365 Fundamentals
  • CompTIA A+
  • Endpoint Management / Intune Certifications

Key Performance Indicators (KPIs)

  • SLA Compliance > 95%
  • First-Time Fix Rate
  • Ticket Backlog Management
  • Customer Satisfaction (CSAT)
  • Audit Compliance
  • Asset Inventory Accuracy

 

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