IT Support Specialist – Desktop Engineer (Level 2)

About the role

CACTUS is looking for an experienced Desktop Engineer / IT Support Analyst to join our Mumbai office (Andheri East). You will provide Level 2 end‑user support in a 24 × 7 enterprise environment, ensuring high availability, performance and user satisfaction.

Key responsibilities

• Install, configure and support Windows desktop/laptop environments (Linux exposure is a plus).
• Provide L2 technical support via phone, email, chat and remote tools.
• Troubleshoot hardware, software, Office 365, Outlook/Exchange, Active Directory, printers and basic network issues.
• Manage incidents and service requests using ITSM/ticketing tools, adhering to SLA commitments.
• Perform remote troubleshooting, root‑cause analysis and coordinate escalations.
• Support laptop imaging, deployment, configuration and asset management.
• Maintain technical documentation, SOPs and knowledge‑base articles.
• Ensure compliance with IT security policies, patching, antivirus and endpoint protection standards.
• Communicate status updates to users and prepare incident reports and trend analysis.

Required profile

• Bachelor’s degree in B.Sc., BCA, B.Tech, BE or equivalent experience.
• 3–5 years of experience in Desktop Support, IT Support Analyst or Helpdesk roles.
• Willingness to work in a 24 × 7 support environment.

Required skills

• Windows operating system
• Office 365, Exchange Online, Outlook
• Active Directory (user/group management)
• Skype/Teams, OneDrive
• Hardware troubleshooting and peripheral support
• Laptop imaging and configuration
• Remote support tools and enterprise ticketing systems (ITSM)
• Basic Linux exposure (preferred)
• Endpoint security, patch management and antivirus solutions