Job Title

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 ResponsibilitiesInstall, configure, and support Windows desktop/laptop environments (MacOS/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.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 MacOS and Linux environments Knowledge of Active Directory user/group/DL management.Basic understanding of networking (DNS, DHCP, VPN). Experience with ITIL-based processes; ITIL/Microsoft certifications are a plus.Familiarity with endpoint security and patch management tools.