Job Description

Req ID: 348545
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a End User Support L2 to join our team in Bangalore, Karn?taka (IN-KA), India (IN).
Role Overview:
The End User Support L2 role is responsible for providing advanced technical assistance to end users,
resolving escalated issues from Level 1 support, and ensuring smooth functioning of IT systems and
applications. This position requires strong troubleshooting skills, excellent communication, and the
ability to work collaboratively with other IT teams.
Key Responsibilities:

• Handle escalated tickets from L1 support and resolve complex technical issues related to hardware,

software, and network connectivity.

• Provide remote and on-site support for desktops, laptops, printers, mobile devices, and peripherals.
• Troubleshoot and resolve issues with operating systems (Windows, macOS, Linux) and enterprise

applications (Office 365, collaboration tools, etc.).

• Manage user accounts, permissions, and access in Active Directory and other identity management

systems.

• Support VPN, remote access, and endpoint security solutions.
• Perform root cause analysis for recurring issues and recommend preventive measures.
• Document solutions, create knowledge base articles, and assist in training L1 support staff.
• Collaborate with infrastructure, network, and application teams for issue resolution.
• Ensure compliance with IT policies, security standards, and service level agreements (SLAs).

Required Skills & Qualifications:

• Education: Bachelor's degree in Computer Science, Information Technology, or related field (or

equivalent experience).

• Experience: 2-4 years in IT support or service desk roles, with at least 1 year in L2 support.
• Strong knowledge of Windows and macOS environments, Office 365, and common enterprise

applications.

• Hands-on experience with Active Directory, Group Policy, and basic networking (TCP/IP, DNS,

DHCP).

• Familiarity with ITSM tools (ServiceNow, Jira, etc.) and ticketing systems.
• Excellent problem-solving, communication, and customer service skills.
• Ability to work independently and prioritize tasks in a fast-paced environment.

Preferred Skills:

• Certifications such as ITIL Foundation, Microsoft Certified: Modern Desktop Administrator, or

CompTIA A+/Network+.

• Experience with endpoint management tools (SCCM, Intune).
• Knowledge of scripting (PowerShell) for automation.

Key Performance Indicators (KPIs):

• Ticket resolution time and SLA adherence.
• Customer satisfaction scores.
• Reduction in recurring incidents through root cause analysis

About NTT DATA
NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, .
NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click . If you'd like more information on your EEO rights under the law, please click . For Pay Transparency information, please click .

Skills Required