Information Technology Support Engineer (L2 Desktop Support)

About the role

The L2 Desktop Support Engineer provides advanced technical assistance to end‑users, ensuring that hardware, software and network services run smoothly. This position involves troubleshooting complex issues, performing system upgrades, and delivering remote support for remote or field workers.

Key responsibilities

• Deliver second‑level support for desktop and laptop hardware, software and peripherals.
• Install, configure and maintain operating systems, applications and system updates.
• Conduct root‑cause analysis of recurring problems and implement lasting solutions.
• Troubleshoot Windows and macOS break/fix issues.
• Assist with LAN/WAN, Wi‑Fi and VPN connectivity problems.
• Collaborate with the IT team on projects, upgrades and implementations.
• Document incidents, actions and resolutions in the ticketing system.
• Provide remote assistance to users working from home or on the field.
• Mentor junior technicians and ensure compliance with IT policies and security standards.
• Perform routine equipment maintenance and 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, analytical and communication skills.
• Ability to work independently and as part of a team.
• Relevant certifications (e.g., CompTIA A+, Network+, MCDST) are a plus.

Required skills

• Windows operating system
• macOS operating system
• Microsoft Office Suite
• Active Directory and Group Policy
• Remote desktop tools
• LAN/WAN, Wi‑Fi and VPN troubleshooting
• Hardware troubleshooting and repair
• OS installation and configuration
• Ticketing system usage