L2 Desktop Support Engineer – IT Support

About the role

The L2 Desktop Support Engineer provides advanced technical assistance to end‑users, handling complex hardware and software issues, ensuring system performance and user satisfaction.

Key responsibilities

• Provide 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 and develop solutions for recurring problems.
• Troubleshoot break/fix issues on Windows and macOS computers.
• Assist with network connectivity problems, including LAN/WAN, Wi‑Fi, and VPN.
• Collaborate on IT projects, upgrades, and implementations.
• Maintain accurate records in the ticketing system.
• Deliver remote support for remote or field users.
• Train and mentor junior technicians.
• Ensure compliance with IT policies, security protocols, and best practices.
• Conduct routine maintenance and inspections of equipment.

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.
• Relevant certifications (e.g., CompTIA A+, Network+, MCDST) are a plus.

Required skills

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