Looking For Desktop support role_Mumbai
- Pentagon System
- 5 - 8 years
- Mumbai
- 3 months ago
- Email to a friend
- Report this job
Job Description
Job Description Desktop Support L3 Engineer
Position Summary
We are looking for an experienced Desktop Support L3 Engineer to provide advanced technical support for end-user computing environments. The role involves handling complex incidents, escalations from L1/L2 teams, and performing root cause analysis to ensure long-term solutions. The L3 Engineer will also collaborate with infrastructure, network, and security teams to maintain a stable and secure IT environment.
Key Responsibilities
- Provide L3 technical support for escalated incidents related to desktops, laptops, printers, and end-user applications.
- Perform root cause analysis (RCA) and implement permanent fixes for recurring technical issues.
- Troubleshoot and resolve complex hardware, software, OS (Windows, macOS, Linux), and network connectivity problems.
- Administer Active Directory, Group Policies, DNS, DHCP, and user access management.
- Manage Office 365, Exchange, Teams, OneDrive, and other productivity tools.
- Use SCCM/Intune for patching, software deployment, and asset management.
- Provide support for remote access technologies such as VPN, Citrix, and RDP.
- Maintain endpoint security compliance with antivirus, encryption, and DLP tools.
- Document solutions, create knowledge base articles, and support process improvements.
- Mentor and guide L1/L2 engineers to improve first-call resolution rates.
- Work closely with vendors and OEMs (HP, Dell, Microsoft, etc.) for issue escalations.
- Ensure SLA compliance and ITIL process adherence for incident, change, and problem management.
Required Skills & Qualifications
- Bachelors degree in Computer Science, Information Technology, or related field (preferred).
- 5+ years of experience in desktop/end-user support, with at least 2+ years at L3 level.
- Strong knowledge of Windows 10/11, macOS, and Linux troubleshooting.
- Hands-on experience with Active Directory, Group Policies, O365, SCCM, Intune.
- Proficiency in ticketing tools (ServiceNow, Remedy, JIRA).
- Good understanding of TCP/IP, LAN/WAN, VPN, DNS/DHCP.
- Knowledge of ITIL processes (Incident, Problem, Change Management).
- Excellent communication, documentation, and customer service skills.
Preferred Certifications
- ITIL Foundation v4
- Microsoft Certified: Modern Desktop Administrator Associate
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Engineering - Hardware & NetworksRole Category: Hardware and Networks - OtherRole: Hardware and Networks - OtherEmployement Type: Full timeContact Details:
Company: Pentagon SystemLocation(s): Mumbai
Keyskills: RCA Active Directory Support Desktop Support office 365 Active Directory Hardware Support
Similar positions
Pentagon System
Pentagon System & Services has been a trusted and leading IT solutions provider for over three decades, consistently delivering innovative and reliable services to meet the evolving needs of businesses across industries. Established in 1994, Pentagon began as a small-scale IT solutions provider ...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in