2x L1 / L2 IT Support Engineer

Job Description

The L2 IT Support Engineer is responsible for providing technical support and troubleshooting services to end users, resolving hardware, software, network, and system issues, ensuring high service quality and timely resolutions.

This role supports internal employees and may support external customers.

Key responsibilities

• Provide first-line and second-line technical support for user-reported incidents via phone, email, chat, and ticketing systems.
• Diagnose and resolve hardware, software, and operating system issues on desktops, laptops, mobile devices, printers, and peripherals.
• Investigate and resolve moderately complex technical issues escalated from L1 support.
• Perform password resets, account unlocks, access provisioning, and permission modifications in Active Directory / Azure AD.
• Configure, install, and maintain hardware, operating systems, enterprise applications, and network components.
• Administer user accounts, security groups, distribution lists, and mailbox permissions.
• Support Microsoft 365 services including Outlook, Teams, One Drive, and Share Point troubleshooting.
• Assist users with VPN connectivity, MFA configuration, remote access, and security compliance requirements.
• Perform system imaging, deployment, patching, upgrades, and configuration changes using standard tools and procedures.
• Monitor and maintain endpoint security tools, antivirus updates, and Bit Locker encryption compliance.
• Troubleshoot network connectivity issues (TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi).
• Coordinate with infrastructure, network, and application teams for issue resolution and root cause analysis.
• Track, document, prioritize, and elevate incidents through ITSM tools (Service Now, Jira, Zendesk) while adhering to SLA targets.
• Provide regular status updates to end users and ensure high customer satisfaction.
• Maintain accurate asset inventory records and support hardware lifecycle management.
• Create and update knowledge base articles and standard operating procedures (SOPs).
• Support onboarding and offboarding activities, including device setup and access provisioning.
• Participate in IT projects such as system migrations, office relocations, and new technology rollouts.
• Conduct basic log analysis and gather diagnostic data for advanced troubleshooting.
• Ensure compliance with IT security policies and company standards.
• Skill & Experience
• Operating Systems
• Advanced troubleshooting of Windows 10/11 and Windows Server environments
• mac OS installation, configuration, and user support
• OS imaging, deployment, and upgrades
• System performance tuning and patch management
• Microsoft & Enterprise Applications
• Administration and support of Microsoft 365 (Outlook, Teams, One Drive, Share Point, Exchange Online)
• Mailbox management, distribution lists, shared mailboxes
• Troubleshooting email flow, Teams connectivity, and One Drive sync issues
• Knowledge of Microsoft Office suite and enterprise productivity tools
• Active Directory & Identity Management
• User account creation, deletion, and modification
• Group Policy (GPO) management and basic troubleshooting
• Managing Organizational Units (OUs)
• Password resets, account lockouts, and access control
• Azure AD / Entra ID basic administration
• Multi-Factor Authentication (MFA) configuration
• Networking & Connectivity
• Strong understanding of TCP/IP, DNS, DHCP, VPN, LAN/WAN
• Troubleshooting network connectivity and printer issues
• Basic switch/router configuration knowledge
• Wireless network troubleshooting
• Remote Support & Tools
• Proficient with Team Viewer, Any Desk, Microsoft Remote Desktop (RDP)
• Experience with Service Now, Jira, or other IT ticketing systems
• Remote troubleshooting for global users
• Knowledge of Power Shell for basic automation and scripting
• Hardware & End-User Support
• Installation and troubleshooting of desktops, laptops, printers, scanners, and peripherals
• Hardware diagnostics and replacement (RAM, HDD/SSD, motherboard basics)
• Asset management and inventory tracking
• Support for docking stations and conferencing systems
• Security & Compliance
• Endpoint security tools (Antivirus, Bit Locker encryption)
• Data loss prevention (DLP) basics
• Patch management and vulnerability remediation support
• Awareness of IT security policies and compliance standards
• IT Service Management
• Incident, Service Request, and Problem Management (ITIL framework)
• SLA adherence and escalation management
• Root cause analysis and documentation
• Knowledge base article creation
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