Information Technology Support Engineer – L2 Desktop Support

About the role

The L2 Desktop Support Technician provides advanced technical assistance to end‑users, ensuring hardware and software operate smoothly. You will troubleshoot complex issues, perform system maintenance, and support remote workers.

Key responsibilities

• Deliver second‑level support for desktop/laptop hardware, software and peripherals.
• Install, configure and update operating systems and applications.
• Conduct root‑cause analysis to resolve recurring technical problems.
• Troubleshoot Windows and macOS break/fix issues.
• Assist with LAN/WAN, Wi‑Fi and VPN connectivity problems.
• Collaborate on IT projects, upgrades and implementations.
• Document work, issues and resolutions in the ticketing system.
• Provide remote support for home‑based or field users.
• Mentor junior technicians as needed.
• Ensure compliance with IT policies and security standards.
• Perform routine equipment maintenance and inspections.
• Build strong relationships with end‑users to maintain satisfaction.

Required profile

• Associate’s or bachelor’s degree in IT, Computer Science or related field, or equivalent experience.
• 2‑4 years of desktop support or similar experience.
• Strong knowledge of Windows and macOS operating systems.
• Proficiency with Microsoft Office Suite.
• Experience with Active Directory, group policies and user account management.
• Familiarity with remote‑desktop tools and ticketing systems.
• Excellent problem‑solving, analytical and communication skills.
• Ability to work independently and within a team.
• Relevant certifications (e.g., CompTIA A+, Network+, MCDST) are a plus.

Required skills

• Windows OS
• macOS
• Microsoft Office Suite
• Active Directory
• Group Policy Management
• Remote Desktop Tools
• LAN/WAN, Wi‑Fi, VPN
• Hardware troubleshooting
• Software troubleshooting
• Ticketing system usage