L2 Technical Support Engineer (End-User & Infrastructure Support) - L2TSE 26

We are seeking a skilled L2 Technical Support Engineer to provide advanced support for end-user systems, enterprise applications, and IT infrastructure. This role involves troubleshooting complex technical issues, ensuring smooth IT operations, and collaborating with cross-functional support teams. Key Responsibilities

• Provide second-level support for escalated incidents and service requests
• Troubleshoot issues related to Windows and Mac systems, Office 365, and enterprise applications
• Manage Active Directory (user accounts, permissions, group policies)
• Support email systems and collaboration tools (Teams, Zoom, WebEx)
• Perform root cause analysis and implement long-term solutions
• Monitor and respond to security alerts (e.g., Defender, antivirus tools)
• Assist with device configuration, software installations, and system upgrades
• Troubleshoot VPN, network connectivity, and remote access issues
• Handle onboarding and offboarding processes (account setup, access provisioning)
• Maintain documentation for known issues, SOPs, and troubleshooting guides
• Coordinate with vendors and third-party service providers as needed
• Ensure adherence to SLAs and ITIL processes (incident, problem, and change management)

• Strong experience in Desktop / End-User Support at L2 level
• Hands-on experience with Active Directory and Office 365
• Proficiency in Windows 10/11 and Mac OS environments
• Experience with ITSM tools such as ServiceNow, Jira, or similar
• Understanding of networking fundamentals (DNS, DHCP, VPN, TCP/IP)
• Exposure to security tools such as Microsoft Defender and antivirus solutions
• Ability to troubleshoot hardware, software, and application-related issues
• Good understanding of ITIL processes (incident, problem, change management)
• Strong communication and user support skills

Work Environment

• Enterprise IT support environment
• Collaborative team structure (L1, L2, L3 support model)
• User-focused, fast-paced operational setting