L2 IT Support Engineer NL

The Desktop Support Technician is responsible for providing onsite and remote hardware and software support to employees and new hires. This role includes troubleshooting desktop, laptop, printer, and mobile device issues, performing hardware installations and replacements, managing IT assets and inventory, supporting end-user requests, and ensuring a high level of customer service while meeting service level agreements (SLAs)., * Image, configure, and install software on Windows desktops and laptops, including IMAC (Installs, Moves, Adds, and Changes).

• Provide onsite and remote technical support for Windows, macOS, and mobile devices.
• Troubleshoot and resolve post-deployment hardware and software issues.
• Install, configure, maintain, and repair printers and peripheral devices.
• Coordinate hardware disposal, redeployment, and asset reclamation.
• Coordinate shipping of IT equipment.
• Assist with data backup and data recovery activities.
• Perform hardware refreshes, warranty, and out-of-warranty repairs and replacements.
• Provide depot services and walk-up support for end users.
• Manage spare parts inventory and hardware stock.
• Provide Executive (VIP) IT Support.
• Support audio/video equipment and perform routine health checks.
• Maintain accurate inventory and asset records, including asset tagging and tracking.
• Coordinate with external vendors for hardware dispatch, repairs, and replacements.
• Diagnose and resolve hardware, software, and application conflicts.
• Create, update, track, and close incidents and service requests using the IT ticketing system.
• Collaborate with cross-functional teams to support employee onboarding and equipment deployment.
• Ensure IT assets are properly assigned and maintained within the asset management system.
• Prepare weekly inventory reports and monitor hardware stock movement.
• Schedule repairs for damaged or malfunctioning equipment with external suppliers.
• Ensure all support activities comply with company standards, policies, and service level agreements.

• 3-5 years of experience in Desktop Support, IT Support, or End User Computing.
• Technical training or equivalent hands-on experience in desktop support.
• Experience supporting Windows 10/11 operating systems.
• Knowledge of macOS and Microsoft Office applications.
• Experience with Windows imaging and deployment.
• Familiarity with basic networking concepts (TCP/IP, Windows Networking, Ethernet).
• Experience supporting network printers, including printer installation and print queue management.
• Experience using Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Working knowledge of Microsoft Excel formulas and functions.
• Experience working in a Help Desk or Call Center environment.
• Strong customer service and interpersonal skills.
• Excellent troubleshooting and analytical abilities.
• Strong organizational skills with the ability to prioritize multiple tasks.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively within a team.
• Willingness to work extended hours or modified schedules when required to support business needs or emergency situations.
• MCP, CompTIA A+, or equivalent certifications are preferred.
• Demonstrated aptitude for learning new technologies and adapting to changing environments.