L2 Desktop Support Engineer

About the role

The L2 Desktop Support Engineer provides advanced technical assistance to end‑users, handling complex hardware and software issues across Windows and macOS environments. The role ensures systems run smoothly, supports network connectivity, and contributes to continuous improvement of IT services.

Key responsibilities

• Deliver second‑level support for desktop and laptop hardware, software, and peripheral devices.
• Install, configure, and maintain operating systems, applications, and system updates.
• Perform root‑cause analysis to identify recurring problems and implement solutions.
• Troubleshoot network connectivity issues, including LAN, WAN, Wi‑Fi, and VPN.
• Maintain accurate records of incidents and resolutions in the ticketing system.
• Provide remote assistance to users working from home or in the field.
• Collaborate with the IT team on projects, upgrades, and implementations.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols, and best practices.
• Conduct routine maintenance and inspections to optimize equipment performance.

Required profile

• Associate’s or bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
• 2–4 years of experience in desktop support or a similar role.
• Strong knowledge of Windows and macOS operating systems.
• Proficiency with Microsoft Office Suite and common business applications.
• Experience with Active Directory, group policies, and user account management.
• Familiarity with remote desktop and support tools.
• Excellent problem‑solving, analytical, and communication skills.
• Ability to work independently and as part of a team.
• Relevant certifications (e.g., CompTIA A+, Network+, MCDST) are a plus.

Required skills

• Windows operating system
• macOS operating system
• Desktop and laptop hardware troubleshooting
• Peripheral device support
• OS installation and system updates
• Root‑cause analysis
• LAN, WAN, Wi‑Fi, and VPN networking
• Ticketing system usage
• Remote desktop tools
• Active Directory and group policy management
• User account administration
• Microsoft Office Suite