L2 Desktop Engineer

Job Responsibilities:

• Provide Level 2 support for desktops, laptops, printers, and mobile devices.
• Troubleshoot and resolve escalated technical issues from Level 1 support, remotely or onsite.
• Install, configure, and upgrade software and hardware.
• Manage user accounts and permissions via Active Directory.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Handle operating system imaging and deployment (SCCM/Intune).
• Log and resolve incidents using ITSM tools like ServiceNow.
• Maintain IT documentation, inventory tracking, and standard user guides.
• Collaborate with infrastructure/network teams on advanced troubleshooting.
• Participate in system upgrades, rollouts, and migration activities.
• Follow ITIL best practices and organizational security policies.

Requirements:

• Diploma or Degree in Information Technology, Computer Science, or equivalent.
• 2 to 4 years of hands-on experience in desktop or end-user support.
• Strong proficiency in Windows 10/11 and Microsoft Office 365.
• Familiarity with ITSM processes and ticketing systems.
• Working knowledge of SCCM, Intune, Active Directory.
• Excellent troubleshooting and interpersonal skills.
• ITIL Foundation, CompTIA A+, or Microsoft certifications are an added advantage.