IT Support Engineer – L2 Desktop Support

About the role

The L2 Desktop Support Technician provides advanced technical assistance to end‑users, handling complex hardware and software issues while ensuring systems run smoothly. This position combines hands‑on troubleshooting with proactive maintenance and user training.

Key responsibilities

• Deliver second‑level support for desktops, laptops, and peripherals.
• Install, configure, and update operating systems and applications.
• Perform root‑cause analysis and develop long‑term solutions.
• Troubleshoot Windows and macOS break/fix problems.
• Assist with LAN/WAN, Wi‑Fi, and VPN connectivity issues.
• Collaborate on IT projects, upgrades, and implementations.
• Document incidents and resolutions in the ticketing system.
• Provide remote support for remote or field users.
• Mentor junior technicians and ensure compliance with IT policies.

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 communication and problem‑solving abilities.
• Ability to work independently and within a team.

Required skills

• Windows and macOS operating systems.
• Microsoft Office Suite.
• Active Directory, group policies, and user account management.
• Remote desktop tools and support software.
• LAN, WAN, Wi‑Fi, and VPN networking basics.
• Hardware troubleshooting for desktops and laptops.
• Relevant certifications (e.g., CompTIA A+, Network+, MCDST) are a plus.