Desktop Support Engineer L2

About the role

We are looking for a Level 2 Desktop Support Engineer to provide on‑site technical assistance to end‑users. The role involves handling inbound calls, diagnosing hardware and software issues, and documenting resolutions in our ticketing system.

Key responsibilities

• Deliver day‑to‑day desktop support for Windows workstations and laptops.
• Respond to inbound service requests, troubleshoot and resolve hardware, software and application problems.
• Perform break‑fix activities, fault diagnosis and escalation when necessary.
• Maintain and update Active Directory objects, Group Policy settings and Office 365 configurations.
• Support mobile devices (iOS and Android) and manage enterprise encryption and anti‑virus solutions.
• Collaborate with supervisors and managers to ensure consistent service across all shifts.

Required profile

• Bachelor’s degree in Computer Science or related field, or equivalent experience.
• 2–3 years of hands‑on Windows desktop support experience.
• Strong analytical and problem‑solving abilities with a focus on meeting SLA targets.
• Excellent communication and customer‑service skills.
• Willingness to work off‑hours or weekends for projects or emergency support.

Required skills

• Microsoft Active Directory and Group Policy Objects (GPOs).
• Microsoft Office 365 administration.
• PC hardware installation, configuration and troubleshooting.
• Enterprise anti‑virus and encryption solutions.
• Helpdesk ticketing systems.
• Mobile device management for iOS and Android.
• Windows PC/laptop management via Active Directory.