Job Description

Job Summary:

The L2 (Level 2) Desktop Support Engineer is responsible for providing second-line technical support to users, resolving complex desktop, laptop, hardware, and software issues. This role acts as an escalation point for L1 support engineers and works closely with other IT teams to ensure timely resolution of incidents and requests.

Key Responsibilities:

Provide second-level support for desktop and laptop issues, including hardware, software, OS, and application-related problems. Respond to escalated tickets from Level 1 support via service desk tools (e.g., ServiceNow, Jira, BMC Remedy). Troubleshoot and resolve issues related to Windows/Mac operating systems, Office 365, email, printing, VPN, network connectivity, and other business-critical applications. Perform hardware diagnostics and repairs or coordinate with vendors for warranty support. Manage user account administration in Active Directory, Exchange, and other enterprise platforms. Support software installations, upgrades, and configurations. Assist with IT asset management including inventory tracking and equipment deployment. Document solutions, knowledge base articles, and standard operating procedures. Ensure compliance with IT policies and security guidelines. Collaborate with infrastructure, network, and application support teams for incident resolution and system maintenance.

Required Skills and Qualifications:

Bachelor's degree in IT, Computer Science, or equivalent work experience. 2-4 years of desktop support experience, preferably in a corporate or enterprise environment. Strong knowledge of Windows 10/11, macOS, Office 365, and Active Directory. Proficiency in remote desktop tools (e.g., AnyDesk, TeamViewer, RDP, SCCM). Solid understanding of networking basics (TCP/IP, DNS, DHCP). Experience with ticketing systems and ITSM tools. Strong troubleshooting, analytical, and communication skills. Ability to prioritize and multitask in a fast-paced environment.

Preferred Qualifications (Optional):

Microsoft certifications (e.g., MCSA, MD-100/MD-101). ITIL Foundation certification. Experience with IT asset management tools and SCCM/Intune. Familiarity with mobile device management (MDM) solutions.

Work Environment:

Primarily onsite support; may include occasional remote troubleshooting. Flexible to work in shifts or on-call rotation, including weekends or holidays if required. May require lifting or moving computer equipment.
Job Type: Full-time

Pay: ?8,667.39 - ?25,000.00 per month

Benefits:

Cell phone reimbursement Internet reimbursement Provident Fund
Shift:

Day shift
Work Location: In person