IT Support Engineer – Level 2 (L2)

About ProcDNA

ProcDNA is a global rocket ship in life sciences consulting. We fuse design thinking with cutting-edge tech to create game-changing Commercial Analytics and Technology solutions for our clients. We're a passionate team of 200+ across 6 offices, all growing and learning together since our launch during the pandemic. Here, you won't be stuck in a cubicle - you'll be out in the open water, shaping the future with brilliant minds. Ready to join our epic growth journey?

What we are looking for:

We are looking for a skilled and proactive L2 IT Support Engineer to join our team. The ideal candidate will have solid experience in handling end-user support, troubleshooting Microsoft 365 applications, managing IT infrastructure readiness, and maintaining asset inventory. This role requires a strong sense of ownership and the ability to resolve more complex technical issues escalated from L1 support.

Key Responsibilities:

• Handle escalated support tickets from engineers and ensure timely resolution.
• Provide advanced troubleshooting and support for the Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive, etc.).
• Support IT infrastructure readiness for new deployments, relocations, and upgrades.
• Deliver day-to-day end-user support, including hardware/software issues and system access.
• Maintain and manage asset inventory records and ensure data accuracy.
• Prepare and manage Excel-based reports for asset tracking, support metrics, and performance analysis.
• Collaborate with cross-functional teams to ensure seamless IT service delivery.
• Document solutions and contribute to the knowledge base for recurring issues.
• Comfortable working in rotational shifts to support business operations.
• Willing to extend shifts as per business needs and critical support requirements

Required Skills & Qualifications:

• 2–5 years of experience in IT support, with at least 1 year in an L2 role.
• Hands-on experience with ticketing tools (e.g., ServiceNow, Jira, Freshdesk, Fresh service).
• Strong knowledge and troubleshooting skills in Microsoft 365 applications.
• Experience in IT infrastructure setup and readiness.
• Familiarity with asset inventory management systems.
• Proficiency in Microsoft Excel for reporting and data analysis.
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to work independently and mentor support staff.
• Flexibility to work in rotational shifts and extend hours when required.

Preferred Qualifications:

• Knowledge of ITIL frameworks.
• Experience in remote desktop support and system administration.
• Basic understanding of networking and security principles.