IT Support Engineer – L2 Desktop Support

About the role

The L2 Desktop Support Engineer provides advanced technical assistance to end‑users, handling complex hardware and software issues while ensuring systems run smoothly and users remain satisfied.

Key responsibilities

• Deliver second‑level support for desktop and laptop hardware, software, and peripherals.
• Install, configure, and maintain operating systems, applications, and system updates.
• Perform root‑cause analysis on recurring problems and implement solutions.
• 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, incidents, and resolutions in the ticketing system.
• Provide remote support for remote or field users.
• Mentor junior technicians as needed.
• Ensure compliance with IT policies, security standards, and best practices.

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.
• Experience with Active Directory, group policies, and user account management.
• Familiarity with remote desktop and support tools.
• Excellent problem‑solving, analytical, and communication skills.
• 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 connectivity
• Hardware troubleshooting
• Software installation and configuration
• Ticketing system usage