L2 Desktop Support Engineer

Job Description

JOB DESCRIPTION The L2 Desktop Support Engineer is responsible for delivering advanced technical support for desktop and end-user computing environments. This role involves both local and remote support, handling escalated issues from L1 support, responding to inbound requests, and documenting all actions and resolutions within the ticketing system. The engineer will work closely with end-users to resolve complex hardware, software, and application issues, and will liaise with supervisors to ensure consistent operations across shifts. The role includes break/fix services, advanced fault diagnosis and resolution, and the ability to troubleshoot across a variety of platforms and applications. The engineer should be capable of performing desktop repairs, component upgrades, and software reinstallation in accordance with client standards. Key Responsibilities: Provide L2-level technical support for hardware, software, and application-related issues. Troubleshoot and resolve advanced technical problems using diagnostic tools and software. Perform hardware replacements, upgrades, and warranty repairs for HP, Dell, and Lenovo devices. Utilize and update ticketing systems to track and document issue resolution steps. Support and resolve issues with Windows, macOS, iOS, and Android platforms. Provide best-effort support for client-specific and standard applications including Microsoft Office and antivirus tools. Follow detailed technical documentation and knowledge articles to ensure accurate resolutions. Collaborate with L1 support and other technical teams to escalate and resolve complex issues. Assist with IT asset and inventory management, including daily, weekly, and monthly reporting on IT stock. Maintain strong customer service skills through effective verbal and written communication. Provide input into process improvement and contribute to team knowledge sharing. REQUIREMENTS Experience: 3+ years in desktop or end-user IT support, with progressive experience in L2 support roles. Certifications: CompTIA A+ or equivalent experience; OEM certifications for HP, Dell, and Lenovo are preferred. Technical Skills: Proficient in Windows OS installation, configuration, and troubleshooting. Familiar with macOS, iOS, and Android support. Strong knowledge of Microsoft Office and enterprise software troubleshooting. Familiarity with warranty hardware repair processes including parts ordering and returns. Understanding of common inventory management principles and asset tracking tools. Soft Skills: Strong analytical and problem-solving abilities. Excellent verbal and written communication skills in English. Conversational proficiency in the local language. High attention to detail and ability to prioritize tasks in a dynamic environment. Strong sense of customer service and professionalism. Show more Show less