Job
Description
Provide Level 2 support for desktops, laptops, printers, scanners, and mobile devices (Windows/Mac). Resolve issues escalated by L1 support, including OS errors, application issues, and hardware malfunctions. Troubleshoot and support Microsoft 365 , VPN, email clients (Outlook), and enterprise software. Enforce and monitor Data Loss Prevention (DLP) policies, including endpoint controls and compliance alerts. Manage and escalate tickets via ITSM tools (ServiceNow, BMC Remedy, Jira, etc.). Participate in incident, problem, and change management in alignment with ITIL practices . Maintain and update asset inventory , hardware/software tracking, and patching records. Support system upgrades, image deployment, and user profile management via tools like SCCM or Intune. Provide support for BitLocker , endpoint encryption, antivirus, and other endpoint security solutions. Maintain documentation of known issues, resolutions, and SOPs for knowledge base articles. Collaborate with network, server, and security teams for complex troubleshooting and system maintenance.
