Information Technology Support Specialist

Cactus Communications · India

Please note : This position requires you to work from our Mumbai office based in Andheri East .

At CACTUS, we are seeking an experienced Desktop Engineer / IT Support Analyst to provide Level 2 end-user support in a 24x7 enterprise environment. The ideal candidate will be responsible for desktop, laptop, and end-user application support , ensuring high availability, performance, and user satisfaction while meeting SLA commitments.

Job Responsibilites

• Install, configure, and support Windows desktop/laptop environments (Linux exposure is a plus).
• Provide L2 technical support to end-users via phone, email, chat, and remote tools.
• Troubleshoot and resolve hardware, software, Office 365, Outlook/Exchange, Active Directory, printer, and basic network issues .
• Manage incident and service request lifecycle using ITSM/ticketing tools, ensuring SLA adherence.
• Perform remote troubleshooting , root cause analysis, and coordinate escalations to internal SMEs or external vendors.
• Support laptop imaging, deployment, configuration, and asset management activities.
• Maintain and update technical documentation, SOPs, and knowledge base articles .
• Ensure compliance with IT security policies , patching, antivirus, and endpoint protection standards.
• Communicate effectively with users, providing timely updates and resolution status.
• Prepare incident reports, trend analysis, and operational documentation as required.

Qualifications

Must Have Skills:

• Bachelor’s degree in B.Sc., BCA, B.Tech, BE, or equivalent experience .
• 3–5 years of experience in Desktop Support / IT Support Analyst / Helpdesk role.
• Strong hands-on experience with Windows OS, Office 365, Exchange Online, Active Directory , Skype/Teams, OneDrive.
• Experience in hardware troubleshooting , laptop configuration, and peripheral support.
• Familiarity with remote support tools and enterprise ticketing systems .
• Excellent problem-solving, communication, and customer-handling skills .
• Willingness to work in a 24x7 support environment .

Preferred Skills:

• Exposure to Linux environments
• Knowledge of Active Directory user/group/DL management .
• Experience with ITIL-based processes ; ITIL/Microsoft certifications are a plus.
• Familiarity with endpoint security and patch management tools .