Technical support (End-user & Network) Professional

Key Responsibilities:

We are seeking a skilled and customer-focused L2 Engineer - Desktop Network Support to provide advanced technical support for end-user computing devices, network infrastructure, and IT services.

The ideal candidate will be responsible for troubleshooting complex desktop, laptop, network, and application-related issues while ensuring minimal disruption to business operations.

Key Responsibilities

Desktop Support Provide Level 2 support for desktops, laptops, printers, scanners, and other IT peripherals.

Troubleshoot hardware, software, operating system, and application-related issues.

Install, configure, and maintain Windows operating systems and enterprise applications.

Manage user accounts, permissions, and access controls in Active Directory.

Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint. Perform system upgrades, patch management, and software deployments. Maintain IT asset inventory and documentation.

Network Support Monitor and troubleshoot LAN, WAN, Wi-Fi, VPN, and Internet connectivity issues.

Configure and support network devices such as switches, routers, and wireless access points.

Diagnose network performance, connectivity, and bandwidth-related issues.

Coordinate with ISPs and third-party vendors for network-related incidents.

Ensure adherence to network security policies and standards.

Incident Service Management Handle incidents, service requests, and escalations within agreed SLAs.

Perform root cause analysis for recurring issues and recommend preventive actions.

Maintain accurate records of incidents, resolutions, and knowledge-base articles.

Collaborate with infrastructure, security, and application teams for issue resolution.

Security Compliance Support endpoint security solutions, antivirus management, and compliance requirements.

Monitor and ensure adherence to IT security policies and procedures. Assist in vulnerability remediation and system hardening activities.