L2 DESKTOP ENGINEER

L2 Desktop Engineer-02 Nos (Salary Approx 25-30K Monthly)

Key Responsibilities:

Provide Level 2 support for hardware, software, and peripheral issues on Windows and/or macOS systems.

Troubleshoot and resolve incidents escalated from the Service Desk (L1), including but not limited to:

OS and software errors

Network connectivity problems

Printer and peripheral device issues

VPN and remote access troubleshooting

Install, configure, and maintain desktops, laptops, and mobile devices.

Manage and support Microsoft 365 applications and services.

Work with Active Directory for user and computer account management.

Support remote users through tools like Remote Desktop, SCCM, or other remote access utilities.

Coordinate with other IT teams (Network, Server, Application) to escalate and resolve complex issues.

Assist with user onboarding/offboarding and IT asset lifecycle management.

Document solutions, update knowledge base articles, and maintain accurate ticket records in the ITSM system.

Participate in desktop projects such as OS imaging, patching, and hardware upgrades.

Required Qualifications:

2+ years of experience in a desktop support or similar IT role.

Strong knowledge of Windows 10/11, Microsoft Office 365, and common enterprise applications.

Experience with Active Directory, Group Policy, DNS/DHCP basics.

Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Desk, Freshservice).

Hands-on experience with remote support tools and desktop management platforms (e.g., SCCM, Intune).

Excellent problem-solving and communication skills.

Ability to work independently and prioritize tasks in a fast-paced environment.

Preferred Qualifications:

Certifications such as CompTIA A+, Network+, Microsoft MCP, or ITIL Foundation.

Exposure to macOS environments.

Basic scripting knowledge (PowerShell preferred).

Experience in ITIL-based service environment