Kaustubh Joshi

Desktop Support Engineer (L2) with 8 + years of experience in enterprise IT environments, specializing in VIP support, incident management, and end-to-end IT infrastructure support. Proven ability to handle high-priority escalations, manage enterprise users, and maintain system stability across multiple locations. Strong expertise in Active Directory, Windows Server environments, hardware troubleshooting, and network support.

Adept at working in SLA-driven environments, collaborating with cross-functional teams, and delivering efficient, business-focused IT solutions.

Desktop Support Engineer L2 (VIP Support) at SHI Locuz (2023-05 – Present)

Client: Blue Star Ltd

• Provide advanced L2 support for enterprise and VIP users in a high-availability environment.
• Handle critical incidents and escalations with strict SLA adherence.
• Manage Active Directory (user creation, access control, password reset, group policies).
• Troubleshoot enterprise devices including Zebra and Honeywell barcode printers.
• Support scanners and handheld devices (Windows & Android).
• Work on ticketing tools for incident, service request, and change management.
• Coordinate with vendors/OEMs for hardware issues and replacements.
• Perform OS deployment, patching, upgrades, and performance tuning.
• Troubleshoot LAN/WAN connectivity, IP conflicts, and network access issues.
• Configure and support Microsoft Outlook (2007–O365), mailbox and profile issues.
• Maintain IT asset inventory and ensure compliance

Desktop Support Engineer at HCL COMNET (2017-01 – 2017-11)

Client: FORD INDIA PVT LTD

• Delivered end-user and desktop support in a regulated warehouse environment.
• Installed, configured, and maintained desktops, laptops, and peripheral devices.
• Diagnosed and resolved hardware, software, and network-related issues.
• Provided application support and ensured minimal downtime for business operations.
• Managed user accounts and access permissions.
• Configured and supported Microsoft Outlook and enterprise tools.
• Configured and supported Zebra Barcode printer.

Desktop Support Engineer at Galaxy Computer Ambadi (2017-12 – 2023-04)

• Delivered IT support across multiple client locations, ensuring consistent service delivery.
• Provided hardware-level support including desktop/laptop assembly and repair.
• Implemented endpoint security solutions and antivirus management.
• Provided system troubleshooting, installation, and maintenance support.
• Installed and configured operating systems and software applications.
• Performed routine maintenance and troubleshooting for client system.
• Supported small-scale networking setups and data backup solutions.
• Assisted customers with system upgrades and performance optimization.