TECEZE
Job Summary
The L2 Desktop Support Engineer provides second-level technical support for end-user computing environments. The role involves troubleshooting hardware, software, network, and operating system issues, ensuring minimal downtime and high customer satisfaction.
Key Responsibilities
Provide
Level 2 technical support
for desktops, laptops, printers, and peripherals Troubleshoot
Windows/macOS OS issues , application errors, and performance problems Handle
hardware break/fix , replacements, and upgrades Resolve
network-related issues
(LAN, Wi-Fi, VPN connectivity) Support
Microsoft 365
(Outlook, Teams, OneDrive, SharePoint) Manage
Active Directory
tasks: user account creation, password resets, group policy issues Install, configure, and maintain software and security patches Escalate unresolved issues to
L3 teams/vendors
with proper documentation Maintain and update tickets in the ITSM tool (ServiceNow, Remedy, Jira, etc.) Provide
onsite support
including desk-side assistance when required Follow ITIL processes and adhere to company policies Required Skills & Qualifications Strong knowledge of
Windows 10/11
and basic
macOS
support Hands-on experience with
Active Directory , DNS, DHCP Good understanding of
network troubleshooting
concepts Experience with
hardware troubleshooting
(desktops, laptops, printers) Familiarity with
ticketing tools
and ITIL practices Excellent communication and customer service skills Preferred Skills Experience supporting
remote users Knowledge of
SCCM, Intune, or JAMF Basic scripting (PowerShell) Certifications such as
ITIL, CompTIA A+, Network+
Level 2 technical support
for desktops, laptops, printers, and peripherals Troubleshoot
Windows/macOS OS issues , application errors, and performance problems Handle
hardware break/fix , replacements, and upgrades Resolve
network-related issues
(LAN, Wi-Fi, VPN connectivity) Support
Microsoft 365
(Outlook, Teams, OneDrive, SharePoint) Manage
Active Directory
tasks: user account creation, password resets, group policy issues Install, configure, and maintain software and security patches Escalate unresolved issues to
L3 teams/vendors
with proper documentation Maintain and update tickets in the ITSM tool (ServiceNow, Remedy, Jira, etc.) Provide
onsite support
including desk-side assistance when required Follow ITIL processes and adhere to company policies Required Skills & Qualifications Strong knowledge of
Windows 10/11
and basic
macOS
support Hands-on experience with
Active Directory , DNS, DHCP Good understanding of
network troubleshooting
concepts Experience with
hardware troubleshooting
(desktops, laptops, printers) Familiarity with
ticketing tools
and ITIL practices Excellent communication and customer service skills Preferred Skills Experience supporting
remote users Knowledge of
SCCM, Intune, or JAMF Basic scripting (PowerShell) Certifications such as
ITIL, CompTIA A+, Network+