IT Support Engineer Level 2

• Provide Level 2 support for escalated technical issues related to desktops, laptops, peripherals, and mobile devices.
• Diagnose and resolve hardware, software, OS, and network-related problems.
• Support Windows/Mac environments, including OS upgrades, patching, and configuration.
• Troubleshoot VPN, network connectivity, printers, and application performance issues.
• Assist with deployment, installation, and configuration of end-user devices and software.

Incident & Request Management

• Handle escalations from Level 1 support and resolve incidents within defined SLAs.
• Log, track, and update tickets in the ITSM system (ServiceNow or similar).
• Monitor recurring issues and propose solutions to reduce incident volume.
• Document solutions, knowledge articles, and troubleshooting steps.

User Support & Customer Service

• Deliver high-quality support to internal users through remote or onsite assistance.
• Provide guidance for new applications, tools, and system features.
• Communicate downtime, system issues, and updates clearly and professionally.
• Assist users with account setup, password resets, and access-related issues via Active Directory or similar tools.

Device Management & Maintenance

• Support device imaging, provisioning, and lifecycle management.
• Maintain inventory of hardware, software, and IT accessories.
• Ensure compliance with security, patching, and endpoint protection policies.
• Coordinate with vendors for hardware repairs and replacements when necessary.

Collaboration & Continuous Improvement

• Work with IT teams on system upgrades, deployments, and infrastructure support.
• Identify areas for automation or process improvements.
• Create and update technical documentation, SOPs, and user guides.

Do you have experience in macOS?, We are seeking a skilled Desktop Support Specialist (Level 2) to provide advanced technical support and ensure smooth operations of end-user systems across the organization. The ideal candidate will have strong troubleshooting abilities, excellent communication skills, and the ability to resolve complex technical issues efficiently while working closely with IT teams and end users., * 2-4 years of experience in desktop or IT support roles.

• Strong understanding of Windows OS, macOS, Office 365, and common enterprise applications.
• Experience with Active Directory, Exchange, Intune, SCCM, or similar administration tools.
• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience troubleshooting hardware components and peripherals.
• Familiarity with ITIL processes (incident, change, problem management).
• Strong customer service skills and the ability to explain technical issues clearly.
• Ability to work independently and prioritize tasks in a fast-paced environment.

Nice to Have

• Certifications such as CompTIA A+, Network+, Microsoft MTA/MD-100/MD-101, or ITIL Foundation.
• Experience with remote support tools (TeamViewer, AnyDesk, Bomgar, etc.).
• Experience supporting hybrid or remote work environments.