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 resolve complex issues, support remote workers, and contribute to continuous improvement of the IT environment.

Key responsibilities

• Deliver second‑level support for desktop/laptop hardware, software and peripherals.
• Install, configure and maintain operating systems, applications and system updates.
• Perform root‑cause analysis and develop long‑term solutions for recurring problems.
• Troubleshoot Windows and macOS break/fix issues.
• Assist with network connectivity, including LAN/WAN, Wi‑Fi and VPN.
• Collaborate on IT projects, upgrades and implementations.
• Document incidents and resolutions in the ticketing system.
• Provide remote support for home‑based or field users.
• Train and mentor junior technicians.
• Ensure compliance with IT policies, security standards and best practices.
• Conduct routine maintenance and equipment inspections.
• Maintain strong relationships with end‑users to ensure 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 and common software applications.
• Experience with Active Directory, group policies and user account management.
• Familiarity with remote‑desktop tools and support ticketing systems.
• Excellent problem‑solving, analytical, communication and interpersonal 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
• Active Directory
• Group Policy
• Remote desktop tools
• VPN
• LAN/WAN networking
• Wi‑Fi configuration
• Microsoft Office Suite
• Ticketing/support software