Deskside Support Technician (L2)

The Deskside Support Technician (L2) acts as a senior technical resource providing advanced troubleshooting, ensuring operational stability, and leading onsite support teams across distribution center environments. Aligned with enterprise desktop engineering standards, ensuring adherence to modern endpoint management, security, and support practices, while driving clarity in role expectations, technology stack, and responsibilities to enhance hiring effectiveness and attract high-quality enterprise talent. What you will do as the Deskside Support Technician (L2): The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

• Handle complex and escalated incidents (P1/P2) and ensure timely resolution
• Perform advanced troubleshooting across OS, hardware, applications, and network
• Act as first-level escalation point for L1 engineers
• Guide and mentor team members; manage workload and ticket prioritization
• Ensure adherence to SLA, MTTR, and MTTA targets
• Drive root cause analysis (RCA) and preventive actions
• Maintain ticket quality, documentation, and audit compliance
• Weekly / Monthly / Quarterly Reporting
• Support endpoint lifecycle: deployment, patching, and upgrades
• Manage RF devices, Zebra printers, and warehouse technologies
• Coordinate with vendors and stakeholders for issue resolution
• Shift Roster management
• Act as a shift Lead
• Windows 10/11 Enterprise, macOS
• Microsoft Intune, SCCM/MECM, Autopilot, SOTI
• Active Directory, Azure AD (Entra ID)
• MDM (Mobile Device Management)
• Intune
• ServiceNow ITSM
• TCP/IP, DNS, DHCP, VPN (Cisco AnyConnect)
• Microsoft 365 (Outlook, Teams, OneDrive)
• RF Devices, Zebra printers, WMS support
• Endpoint security tools (Defender, BitLocker)

• 4+ years of IT support experience
• Strong troubleshooting and analytical skills
• Hands-on experience with Intune/SCCM, SOTI
• Experience handling escalations and major incidents
• Strong communication and stakeholder management skills
• Experience in warehouse/logistics environments
• Prior Lead or shift lead experience
• Exposure to vendor coordination and SLA governance

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