Job Title: IT Support Engineer (L1/L2) / End User Computing (EUC) Engineer Location: Ahmedabad Experience: 3–6 Years Employment Type: Full-Time Role Overview We are looking for a proactive and customer-focused IT Support Engineer (L1/L2) to provide technical support for end-user computing environments across Windows and macOS platforms. The ideal candidate will have hands-on experience in desktop support, Microsoft 365 administration, Active Directory user management, networking fundamentals, and troubleshooting enterprise IT infrastructure issues. Key Responsibilities End User Support • Provide L1/L2 support for Windows and macOS desktops, laptops, and peripheral devices. • Diagnose and resolve hardware, software, operating system, and application-related issues. • Support onboarding and offboarding activities, including device provisioning and user setup. • Handle service requests and incidents through ticketing systems while meeting SLA requirements. Microsoft 365 & Collaboration Tools • Provide support for Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office Suite. • Troubleshoot email, calendar, mailbox, and collaboration-related issues. • Support VPN connectivity, remote access solutions, and remote workforce environments. Identity & Access Management • Create, modify, disable, and manage user accounts in Active Directory. • Manage password resets, group memberships, distribution lists, and access permissions. • Support user authentication and access-related troubleshooting. Infrastructure Monitoring & Maintenance • Monitor system health, backups, antivirus status, and patch management activities. • Perform routine maintenance of Windows and macOS systems. • Ensure endpoint security compliance and software updates are applied regularly. Virtualization Support • Provide basic support for VMware and Hyper-V environments. • Assist in troubleshooting virtual machine-related issues and resource allocation concerns. Network Troubleshooting • Troubleshoot LAN, WAN, DNS, DHCP, VPN, firewall, and Wi-Fi connectivity issues. • Diagnose network performance problems and coordinate with infrastructure teams for resolution. • Support office network devices, printers, and communication systems. Documentation & Process Improvement • Maintain accurate documentation of incidents, resolutions, and IT procedures. • Contribute to knowledge base articles and standard operating procedures. • Identify recurring issues and recommend preventive measures. Required Skills & Qualifications • 3–6 years of experience in IT Support, Desktop Support, Service Desk, or EUC Support roles. • Strong hands-on experience with Windows 10/11 and macOS support. • Experience supporting Microsoft 365, Outlook, Teams, OneDrive, and Office applications. • Good understanding of Active Directory administration and user lifecycle management. • Experience with VPN, remote access tools, and endpoint management. • Knowledge of networking concepts including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, and firewall troubleshooting. • Experience monitoring backups, antivirus solutions, and patch management processes. • Basic exposure to VMware and/or Hyper-V virtualization platforms. • Strong troubleshooting, analytical, and customer service skills. • Excellent verbal and written communication skills. Preferred Skills • Exposure to Microsoft Intune, SCCM, JAMF, or other endpoint management tools. • Knowledge of ITIL processes and ticketing tools such as ServiceNow, Jira, Freshservice, or Zendesk. • Certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, Azure Fundamentals, or ITIL Foundation are a plus. Key Skills Windows Support, macOS Support, Desktop Support, End User Computing, EUC, Service Desk, Helpdesk, Microsoft 365, Outlook, Teams, OneDrive, Active Directory, VPN, Remote Access, DNS, DHCP, LAN, WAN, Wi-Fi, Firewall, VMware, Hyper-V, Antivirus, Patch Management, Backup Monitoring, SCCM, Intune, JAMF, ServiceNow, ITIL.