IT Support Specialist – Level 2 Desktop Engineer

About the role

Cactus Communications is looking for an experienced Information Technology Support Specialist to provide Level 2 desktop and end‑user support in a 24 × 7 enterprise environment from its Mumbai office. The role focuses on maintaining high availability and performance of Windows desktops, laptops, and related applications while meeting SLA commitments.

Key responsibilities

• Install, configure, and support Windows desktop and laptop environments, with optional exposure to macOS and Linux.
• Provide L2 technical assistance via phone, email, chat, and remote tools, handling hardware, software, Office 365, Outlook/Exchange, Active Directory, printer, and basic network issues.
• Manage incidents and service requests through ITSM/ticketing tools, ensuring SLA adherence and proper escalation.
• Perform laptop imaging, deployment, configuration, and asset management activities.
• Maintain technical documentation, SOPs, and knowledge‑base articles, and ensure compliance with security policies, patching, and endpoint protection.

Required profile

• Bachelor’s degree in B.Sc., BCA, B.Tech, BE or equivalent experience.
• 3–5 years of experience in desktop support, help‑desk or IT support analyst roles.
• Strong problem‑solving, communication, and customer‑handling abilities.
• Willingness to work in a 24 × 7 support environment.
• Ability to work onsite at the Andheri East, Mumbai location.

Required skills

• Windows operating system administration.
• Office 365, Exchange Online, Active Directory, Skype/Teams, OneDrive.
• Hardware troubleshooting and peripheral support.
• Laptop imaging, deployment, and configuration tools.
• Remote support utilities and enterprise ticketing systems.
• Basic Linux exposure (preferred).
• Endpoint security and patch‑management tools.
• Familiarity with ITIL‑based processes.