Desktop support Engineer

Job Summary :

We are seeking a skilled and customer-focused End User Support Level 2 Technician to provide advanced technical support to users within the organization. This role involves resolving escalated issues from Level 1 support, troubleshooting hardware and software problems, supporting IT systems, and ensuring seamless technology operations for end users.

Key Responsibilities :

Respond to and resolve second-level support tickets and escalated issues from the help desk.

Troubleshoot hardware, software, and peripheral issues for desktops, laptops, mobile devices, and other end-user devices.

Provide support for Windows, macOS, Microsoft 365, and other enterprise applications.

Configure, install, and maintain end-user devices and software applications.

Assist in user onboarding / offboarding, including account setup, access permissions, and workstation preparation.

Maintain documentation for technical procedures, solutions, and user guides.

Work with Level 3 support or vendors for complex issues that require further escalation.

Ensure timely communication and resolution of issues in line with service level agreements (SLAs).

Provide remote and on-site support as needed.

Educate users on best practices, basic troubleshooting, and IT policies.

Required Qualifications :

Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).

3 5 years of experience in IT support or help desk role, with at least 1 year at L2 level.

Strong knowledge of Windows and macOS environments.

Experience with Active Directory, Microsoft 365, and remote desktop tools.

Familiarity with ITIL practices and ticketing systems (e.g., ServiceNow, Cherwell).

Excellent problem-solving and customer service skills.

Ability to prioritize and multitask in a fast-paced environment.

Preferred Qualifications :

IT certifications such as CompTIA A+, Network+, Microsoft Certified : Modern Desktop Administrator, or similar.

Experience supporting virtual environments (e.g., Citrix, VMware).

Familiarity with mobile device management (MDM) platforms.