Information Technology Support Specialist

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 (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 lapto...