Desktop Support Engineer 2

Job Title: FSO Engineer/ Desktop Support Engineer 2/

Band: Band 1

Contractual Role- 12 Months

Project Work Location (Complete Address): Wakad, Pune

Number of Working Days in Week: 5

Years of Experience: 2-5 Years

Shift: General

Laptop will be provided by HCL or Client

Thanks & Regards,Radhika Rane8983244381Radhika.Rane@blupacetech.com

Web: www.blupacetech.com

Roles and Responsibilities:

1. Advanced Technical Escalations

• L1 Escalation Point: Resolve complex hardware, OS, and software issues escalated from L1 helpdesk agents.
• Deep Diagnostics: Troubleshoot recurring system crashes, blue screens (BSOD), boot errors, and application failures.
• Network & VPN Troubleshooting: Resolve local connectivity, Wi-Fi authentication, DNS/DHCP, and remote VPN access issues.

2. Deployment & Endpoint Management

• Provisioning & Imaging: Image, setup, and deploy laptops and desktops for new hires or hardware refreshes.
• Patch & OS Administration: Push operating system updates, feature upgrades, and security patches via centralized management tools (e.g., Intune, SCCM).
• Security & Compliance: Maintain endpoint encryption (BitLocker/FileVault), antivirus definitions, and client compliance standards.

3. User & Access Administration

• Identity Management: Administer user accounts, security groups, distribution lists, and permission requests in Active Directory and Microsoft Entra ID (Azure AD).
• SaaS & Productivity Apps: Support Microsoft 365, Google Workspace, email client profile setup, and cloud storage access.
• Peripherals & Shared Devices: Configure and troubleshoot network printers, scanners, conferencing hardware, and shared drives.

4. Asset & Operations Support

• Ticket & SLA Management: Track, update, and close escalated tickets within the ITSM platform (e.g., ServiceNow, Jira) while meeting team SLAs.
• Documentation & Vendor Coordination: Write knowledge base (KB) articles/SOPs and coordinate with hardware vendors (Dell, HP, Lenovo) for warranty replacements.