# L2 Desktop Support Engineer – Windows / SCCM / Intune
## Job Summary
We are looking for an experienced **L2 Desktop Support / EUC Engineer** with **5–8 years of experience** in enterprise Windows environments. The ideal candidate will have strong hands-on expertise in **Windows troubleshooting, SCCM/MECM, Microsoft Intune, Active Directory, Group Policy, ServiceNow and PowerShell**.
The role will provide SME-level technical support for desktop and end-user computing services, ensuring end-user devices remain stable, secure and available while delivering a high-quality customer experience.
## Key Responsibilities
* Provide **L2/SME-level support** for enterprise desktop and end-user computing environments.
* Troubleshoot complex **Windows operating system, software and hardware issues**.
* Maintain the health and stability of end-user machines across the enterprise.
* Administer and support **SCCM/MECM and Microsoft Intune** environments.
* Manage software deployment, patching, imaging, application installation and endpoint configuration.
* Support **Active Directory, Group Policy and other Windows services**.
* Provide incident and change support for Windows environments in a **24x7 service organization**.
* Support large-scale, multi-domain Windows environments across multiple hosted platforms.
* Monitor Windows systems using enterprise monitoring and endpoint analytics tools.
* Use operational reports and health-check data to identify trends, capacity issues and recurring problems.
* Work with tools such as **Aternity and Nexthink** to analyse end-user experience and device health.
* Diagnose and resolve desktop, connectivity, application, hardware and peripheral issues.
* Support workstation setup, connectivity validation and network-related troubleshooting.
* Coordinate upgrades, software deployments and maintenance activities with minimal business disruption.
* Manage incidents, changes, escalations and technical blockers through **ServiceNow/ITSM**.
* Act as a key technical point of contact for stakeholders and manage escalated issues.
* Participate in stand-up meetings and weekly governance meetings with stakeholders.
* Prepare weekly and monthly operational reports and convert analysis into improvement initiatives.
* Identify opportunities for automation and implement solutions that reduce manual effort.
* Create and maintain **SOPs, knowledge articles and technical documentation** for deployment, imaging and patching.
* Review and improve knowledge-base content to maintain high knowledge-management standards.
* Identify recurring tasks suitable for **PowerShell automation** and develop scripts to reduce manual intervention.
* Mentor junior L1/L1A/L1B engineers and share troubleshooting best practices.
* Maintain accurate records of incidents, resolutions and support procedures.
* Monitor key service and operational metrics and drive continuous improvement.
## Must-Have Skills
* **5–8 years of enterprise IT/Desktop/EUC support experience**.
* Strong Windows troubleshooting and problem-solving skills.
* Strong hands-on experience with:
* **Windows 10/11**
* **SCCM/MECM**
* **Microsoft Intune**
* **Active Directory**
* **Group Policy/GPO**
* **ServiceNow/ITSM**
* Experience supporting large-scale, multi-domain Windows environments.
* Strong experience with software deployment, imaging and patch management.
* Experience handling L2 incidents, changes and escalations.
* Strong analytical and troubleshooting skills.
* Experience using monitoring and endpoint analytics tools.
* Good understanding of **ITIL and service-management practices**.
* Strong written and verbal communication skills.
## Automation & Scripting
* Hands-on experience with **PowerShell scripting**.
* Ability to automate recurring desktop support and troubleshooting activities.
* Create scripts for:
* System health checks
* Log analysis
* Troubleshooting
* Configuration validation
* Software and endpoint checks
* Identify manual processes that can be converted into automated workflows.
## Nice-to-Have Skills
* **Aternity**
* **Nexthink**
* Windows Server
* Advanced SCCM/MECM administration
* Endpoint analytics
* ITIL certification
* Automation experience
* Network troubleshooting
* Enterprise monitoring tools
* Knowledge-management experience
## Technical Competencies
### Troubleshooting
* Systematic approach to identifying and resolving complex technical issues.
* Analyse logs, monitoring data and system information to identify root causes.
* Proactively identify recurring issues and recommend permanent solutions.
### Automation
* Develop and validate PowerShell scripts.
* Automate repetitive support and health-check activities.
* Improve operational efficiency through automation.
### Support & Service Management
* Provide client-focused L2 technical support.
* Handle incidents, requests, changes and escalations.
* Support 24x7 service operations.
* Follow ITIL and service-management processes.
* Mentor junior engineers and promote best practices.
## Stakeholder Management
* Act as a key point of contact for technical escalations.
* Maintain strong relationships with business and technology stakeholders.
* Represent the support team in governance and operational meetings.
* Communicate incidents, risks, trends and improvement initiatives clearly.
* Provide regular service reports and operational updates.
## Documentation & Continuous Improvement
* Create and maintain **SOPs, KB articles and op**