Job Description – Desktop Support Engineer L2

Location-Remote

Job Summary

We are looking for an experienced Desktop Support Engineer – L2 to provide advanced technical support to end users and resolve complex hardware, software, operating system, and network-related issues. The role will also support IT infrastructure operations and ensure timely resolution of incidents within defined SLAs.

Key Responsibilities

• Provide L2 technical support for desktops, laptops, operating systems, applications, and peripherals.
• Troubleshoot and resolve complex Windows OS, Microsoft 365, Outlook, Teams, VPN, and connectivity issues.
• Diagnose hardware issues involving desktops, laptops, printers, docking stations, and other IT devices.
• Manage and resolve incidents and service requests through ITSM/ticketing tools.
• Troubleshoot Active Directory, user profiles, permissions, group policies, and authentication issues.
• Support software installation, patching, upgrades, and system configurations.
• Troubleshoot basic LAN/WAN, DNS, DHCP, TCP/IP, and Wi-Fi connectivity issues.
• Perform root-cause analysis for recurring incidents and recommend permanent solutions.
• Support user onboarding/offboarding, device provisioning, and access-related activities.
• Coordinate with L3, network, security, infrastructure, and application teams for escalated issues.
• Maintain IT asset information and ensure accurate support documentation.
• Follow ITIL processes, security policies, and defined SLAs.
• Provide remote and onsite technical support as required.
• Create and maintain knowledge articles and technical documentation.

Required Skills

• 3–6 years of experience in Desktop / EUC / IT Support.
• Strong troubleshooting skills in Windows 10/11.
• Good knowledge of Active Directory, Group Policy, DNS, DHCP, TCP/IP, and VPN.
• Hands-on experience with Microsoft 365, Outlook, Teams, and Office applications.
• Experience troubleshooting hardware, peripherals, and endpoint devices.
• Working knowledge of ITSM tools such as ServiceNow, Jira, or similar platforms.
• Good understanding of endpoint security and antivirEDR solutions.
• Strong analytical, problem-solving, and communication skills.
• Ability to handle multiple incidents and prioritize tasks based on business impact.

Preferred Skills

• Experience with Microsoft Intune / SCCM / MECM.
• Knowledge of Azure AD / Microsoft Entra ID.
• Exposure to endpoint management and software deployment tools.
• ITIL certification or knowledge of ITIL processes.
• Relevant certifications such as CompTIA A+, Microsoft, or equivalent.
• Experience supporting enterprise environments and remote users.