IT Support Engineer – L2

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Job Overview

IT Support Engineer (L2)

This position requires a proactive, reliable professional who can manage end-user support efficiently while maintaining high standards of customer service.

Key Responsibilities

Technical Support & Troubleshooting

• Provide L2-level support for desktop and laptop hardware and software issues.
• Diagnose and resolve problems related to operating systems, applications, and network connectivity.
• Offer both remote and on-site assistance to end-users.

Incident & Request Management

• Receive, log, and prioritize support tickets.
• Ensure timely resolution of incidents or escalate to higher support levels when required.

System Maintenance & Upgrades

• Install, configure, and update operating systems, software applications, and device drivers.
• Perform regular hardware maintenance, upgrades, and replacement of faulty components.

User Support & Training

• Support end-users with day-to-day IT issues.
• Provide user guidance and basic training for applications and tools.

Documentation & Reporting

• Maintain accurate records of incidents, resolutions, and IT assets.
• Create and update knowledge base articles and user guides.

Security & Compliance

• Ensure compliance with organizational IT security policies.
• Apply necessary patches, updates, and antivirus measures across systems.

Collaboration & Stakeholder Management

• Work closely with internal IT teams and other departments to resolve cross-functional issues.
• Support VIP users, senior leadership, and board meetings with reliable and prompt assistance.

Continuous Improvement

• Identify recurring issues and recommend process enhancements to improve efficiency and service quality.

Key Skills and Attributes

• Strong

  communication skills

  , capable of confidently interacting with senior leadership.
• Excellent

  stakeholder management

  and coordination abilities.

• Proactive, dependable, and hands-on

  approach to problem-solving.
• Awareness of

  AI tools, IT security practices

  , and proficiency in

  MS Office Suite (especially Outlook)

  .

Qualifications & Requirements

• Education:

  Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

• Experience:

  4–10 years of experience in IT support, with expertise in desktop/laptop troubleshooting.

• Technical Proficiency:

• Windows and macOS operating systems
• Microsoft Office Suite
• Remote desktop tools and helpdesk systems
• Common desktop/laptop hardware components

• Certifications (Preferred):

  CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.

• Soft Skills:

  Strong analytical ability, excellent customer service orientation, and team collaboration skills.