Information Technology Support Engineer (L2 Desktop Support)

About the role

The Information Technology Support Engineer provides second‑level assistance to end‑users, ensuring desktop, laptop and peripheral environments run smoothly. This L2 position handles complex issues, performs root‑cause analysis, and supports both onsite and remote users.

Key responsibilities

• Deliver second‑level technical support for desktop and laptop hardware, software, and peripherals.
• Install, configure, and maintain operating systems, applications, and system updates.
• Conduct root‑cause analysis to resolve recurring technical problems.
• Troubleshoot break/fix issues on Windows and macOS computers.
• Assist with network connectivity, including LAN/WAN, Wi‑Fi, and VPN.
• Collaborate on IT projects, upgrades, and implementations.
• Document incidents, resolutions, and work performed in the ticketing system.
• Provide remote support for users working from home or in the field.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols, and best practices.
• Perform routine equipment maintenance and inspections.
• Build strong relationships with end‑users to ensure satisfaction.

Required profile

• Associate’s or bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
• 2‑4 years of desktop support or similar experience.
• Strong knowledge of Windows and macOS operating systems.
• Proficiency with Microsoft Office Suite and common software applications.
• Experience with Active Directory, group policies, and user account management.
• Familiarity with remote desktop tools and support software.
• Excellent problem‑solving, analytical, communication, and interpersonal 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
• Microsoft Office Suite
• Active Directory
• Group Policy management
• Remote desktop tools
• LAN/WAN networking
• Wi‑Fi connectivity
• VPN configuration
• Ticketing system usage