L2 Desktop Support Engineer

We are looking for an experienced Desktop Support Technician to provide comprehensive hardware and software support to employees and incoming new hires. The successful candidate will be responsible for troubleshooting technical issues, managing IT assets and inventory, coordinating hardware repairs and deployments, and ensuring reliable day-to-day IT operations. This role requires a customer-focused professional with strong technical knowledge, excellent organizational skills, and the ability to work independently and collaboratively in a fast-paced IT support environment. What You’ll Do: Provide hardware and software support for Windows desktops, laptops, Macintosh devices, and mobile platforms. Image, configure, deploy, and install software on Windows laptops and desktops. Perform IMAC activities (Installations, Moves, Additions, and Changes) and provide remote and walk-up technical support. Troubleshoot post-deployment issues, hardware failures, software conflicts, and application-related problems. Install and troubleshoot printers, including networked printers and printer connectivity issues. Provide hardware refresh, redeployment, disposal, asset reclamation, and depot services. Coordinate hardware warranty and out-of-warranty repairs, replacements, and supplier services. Manage spare parts, inventory, asset tagging, and equipment tracking. Ensure all incoming equipment is properly recorded and assigned in the asset management system. Coordinate shipping, equipment dispatch, and external vendor support. Facilitate data backup and data recovery activities. Provide executive (VIP) support and audio/video equipment support, including routine health checks. Open, classify, assign, track, resolve, and close service requests and incident tickets. Collaborate with cross-functional teams to ensure smooth IT onboarding for new employees. Maintain accurate hardware inventory records and submit weekly reports covering physical inventory counts and equipment outflows. Ensure all technical resolutions comply with established company standards, procedures, and policies.

Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field. A master’s degree is an advantage. At least 5 years of relevant IT support experience, preferably in desktop support, technical support, or IT service desk operations. Strong knowledge of Windows and Macintosh operating systems, including laptops and portable devices. Hands-on experience with Windows OS imaging, installation, configuration, and deployment. Proficiency in Microsoft Office applications and general desktop productivity tools. Basic understanding of networking concepts, including TCP/IP, Windows Networking, and Ethernet. Experience with networked printers, including printer queues, connectivity troubleshooting, and server-related configurations. Familiarity with hardware troubleshooting, software installation, peripheral support, and IT asset management. Experience using ticketing or service management systems to manage incidents and service requests. Excellent customer service, communication, and interpersonal skills. Strong organizational skills, with the ability to prioritize competing tasks and manage multiple requests effectively. Ability to work independently and collaboratively within a team. Adaptability and willingness to learn new technologies and processes in a dynamic environment. Willingness to work extended hours or adjusted schedules when required for planned activities or emergency support. Excellent written and verbal communication skills. CompTIA A+, Microsoft Certified Professional (MCP), or other relevant IT certifications are an advantage.

Opportunity to work with an international IT support organization. Opportunities for professional development and technical skills enhancement. Career growth opportunities within a global organization. Supportive team environment that values individual contributions and professional development. Join Excis and become part of a global team delivering reliable IT support and exceptional service worldwide!

Excis is a global IT support organization driven by innovation, collaboration, and a commitment to delivering exceptional service worldwide. With operations across 190+ countries, a network of 6,000+ engineers, and partnerships with 200+ enterprise clients, we provide a dynamic and supportive environment where employees can grow, contribute, and make an impact. At Excis, we believe in a people-first culture where individual achievements fuel team success. Join our international team and be part of a collaborative workplace where your technical expertise, customer service, and problem-solving skills are valued.