Desktop Support Engineer

Job Summary

We are seeking a skilled and customer-focused End User Support Engineer (L2) to provide advanced technical support for end-user computing environments. The ideal candidate will be responsible for troubleshooting hardware, software, network, and application-related issues while ensuring a high level of customer satisfaction and adherence to SLA commitments.

Key Responsibilities

• Provide Level 2 technical support for desktops, laptops, printers, mobile devices, and related peripherals.
• Diagnose and resolve hardware, software, operating system, and application issues.
• Support Microsoft Windows operating systems and Microsoft 365 applications.
• Manage user accounts, permissions, and access requests through Active Directory.
• Handle incident, service request, and problem tickets within defined SLAs.
• Perform software installations, upgrades, patching, and configuration management.
• Support VPN connectivity, network troubleshooting, and basic LAN/WAN issues.
• Coordinate with L3 teams, vendors, and stakeholders for issue resolution.
• Conduct root cause analysis and document troubleshooting procedures.
• Provide remote and onsite support to end users.
• Maintain IT asset inventory and ensure compliance with organizational policies.
• Assist in system migrations, deployments, and IT infrastructure projects.

Required Skills

• Hands-on experience with Microsoft Office 365 and Outlook support.
• Knowledge of Active Directory, Azure AD, Group Policies, and user management.
• Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
• Understanding of networking concepts including DNS, DHCP, TCP/IP, VPN, and Wi-Fi troubleshooting.
• Experience supporting laptops, desktops, printers, scanners, and mobile devices.
• Knowledge of remote support tools.
• Strong analytical, communication, and customer service skills.