Desktop Support Engineer (NC Onsite)

L2 Desktop Support Engineer – ESP Standard

Locations Required:

United States -2601 Weck Drive, RTP, NC 27709

Canada -1604 10 St, Nisku, AB T9E 0A6

L2 Desktop Support Engineer – ESP Standard
2-5 years’ of experience in IT infrastructure support, with the ability to handle more complex 
hardware, software, and operating system issues independently. You will take on higher-level 
troubleshooting tasks while still adhering to hardware warranty and customer security 
compliance standards. You will also serve as an escalation point for Level 1 engineers, 
resolving issues that are beyond their capabilities.
Hardware Support & Troubleshooting:
• Advanced experience in installing, troubleshooting, and repairing desktops, laptops, 
printers, and a wide range of peripheral devices.
• Troubleshoot and repair more complex hardware issues independently (e.g., 
motherboard failures, network card issues, advanced printer troubleshooting).
• Smart Hands: Take ownership of more advanced Smart Hands activities, diagnosing 
and troubleshooting hardware at physical locations with minimal supervision or 
guidance. Escalating complex network hardware issues.
• Advanced handling of physical equipment, capable of lifting and moving equipment 
exceeding 50 lbs when required.
Software & OS Support:
• Advanced desktop application support: Lead the installation, troubleshooting, and 
repair of desktop applications across a variety of environments, including nonstandard or custom applications.
• Advanced desk-side support: Take on higher-level break/fix issues for desktops and 
laptops, including operating system (Windows, macOS) repair, registry fixes, and 
complex software conflicts.
• Advanced troubleshooting of antivirus and anti-spyware software: Handling escalated 
software installation or troubleshooting issues that Level 1 engineers cannot resolve.
• Advanced iOS/Android tablet troubleshooting: Lead troubleshooting efforts for tablet 
issues and device configuration, including issues beyond basic support, such as 
advanced configurations or user profile issues.
• Software/OS Deployment: Supports OS/software deployments, and operating systems 
using tools like MSCM, WDS, Intune, and other enterprise-level deployment tools. 
• Responsible for resolving deployment failures, installation issues, and troubleshooting 
deployment problems that require a deeper understanding e.g. Investigating and 
resolving failures related to application deployment, OS updates, and user profiles but 
does not take ownership of enterprise-wide software rollouts.
Active Directory & Identity Management:
• Provide advanced Active Directory support by independently managing user account 
creation, modification, and deletion, and resolving complex permission and accessrelated issues, However, Level 2 engineers focus on addressing basic group policy 
issues, such as confirming policy application, and do not manage or design Group 
Policy configurations, which are escalated to Level 3 engineers.
• Escalation handling: Take ownership of more complex escalations related to Active 
Directory and identify areas for improvement, ensuring quicker resolution of repetitive 
issues.
2
Classified as Confidential
• Advanced permissions management: Handle issues related to user rights, 
permissions, and file/folder access problems, troubleshooting and resolving securityrelated access issues in a timely manner.
Network & Connectivity Support:
• Advanced network troubleshooting: Handle more complex issues related to LAN and 
WAN configurations, including troubleshooting issues related to VPN, RDP, and 
connectivity problems that impact enterprise systems.
• Advanced protocol knowledge: Deep understanding of TCP/IP, DNS, DHCP, VPN, and 
RDP protocols, enabling you to resolve issues such as DNS resolution failures, VPN 
connectivity issues, and network routing problems.
• Provide advanced wireless network troubleshooting, including access point 
configuration, identifying Wi-Fi interference, and using diagnostic tools such as ping, 
ipconfig, and Wi-Fi analysers. However, Level 2 engineers escalate unresolved 
complex security and network issues to Level 3 engineers for deeper troubleshooting 
and resolution.
Certifications:
• CompTIA A+ (or equivalent entry-level certification) required.
• ITIL Foundation or equivalent awareness and experience in Incident, Change, and 
Problem Management, Service Requests, and Spare/Buffer Stock Management.
• Advanced certifications such as CompTIA Network+, Microsoft Certified Desktop 
Support Technician (MCDST), or equivalent certifications are a plus.
• Customer-specific certifications may be introduced during induction.
Competency Requirements:
• Strong communication skills: Ability to communicate effectively with both clients and 
senior management. Capable of explaining complex technical issues in a clear, nontechnical manner to end users.
• Problem-solving: Ability to demonstrate advanced deductive reasoning and 
troubleshooting skills in a high-pressure environment.
• Leadership & Collaboration: Serve as a mentor to Level 1 engineers, guiding them 
through difficult issues and collaborating with senior teams for more advanced 
problem resolutions.
• Time management: Capable of handling multiple issues simultaneously and 
prioritizing effectively under pressure.
• Independence: Ability to work autonomously with minimal supervision, while knowing 
when to escalate to higher-level engineers.
• Ticket management: Ability to handle more complex tickets, escalate when necessary, 
and ensure timely resolution in accordance with client requirements.
Languages: 
The Desktop Engineer must demonstrate B2-level proficiency in both English and the relevant 
local language, as certified by the Common European Framework of Reference for Languages 
(CEFR), to ensure effective communication with end users and stakeholders. Higher 
proficiency levels, including mastery or native fluency, may warrant a rate adjustment.