Information Technology Support Engineer (L2 Desktop Support)

About the role

The L2 Desktop Support Engineer provides advanced technical assistance to end‑users, ensuring hardware and software operate smoothly. You will resolve complex issues, support remote workers, and contribute to IT projects.

Key responsibilities

• Deliver second‑level support for desktop, laptop, and peripheral hardware and software.
• Install, configure, and update operating systems and applications.
• Perform root‑cause analysis and develop long‑term solutions.
• Troubleshoot Windows and macOS break/fix problems.
• Assist with LAN/WAN, Wi‑Fi, and VPN connectivity issues.
• Collaborate on upgrades, implementations, and other IT projects.
• Document incidents and resolutions in the ticketing system.
• Provide remote support for home‑based or field users.
• Mentor junior technicians and ensure compliance with IT policies.
• Conduct routine maintenance and equipment inspections.

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 and support tools.
• Excellent problem‑solving, communication, and teamwork skills.
• Relevant certifications (e.g., CompTIA A+, Network+, MCDST) are a plus.

Required skills

• Windows operating system
• macOS operating system
• LAN/WAN and Wi‑Fi networking
• VPN connectivity
• Active Directory and Group Policy
• Remote desktop tools
• Ticketing system usage
• Microsoft Office Suite
• Hardware troubleshooting
• Software installation and OS configuration
• Root‑cause analysis