Help Desk Support Engineer

Overview

We are seeking a Level 2 Helpdesk Technician to provide remote technical support to end users in a growing enterprise environment. This role is ideal for someone comfortable handling escalated support issues, troubleshooting across systems, and delivering a strong customer experience.

• Provide Level 2 technical support for end users via ticketing system, phone, and remote tools
• Troubleshoot and resolve issues related to Windows OS, Microsoft 365, Outlook, Teams, and One Drive
• Support Active Directory tasks (password resets, account unlocks, group membership)
• Diagnose hardware, software, and peripheral issues
• Escalate complex issues to Level 3 or infrastructure teams when required
• Document resolutions clearly within the ticketing system
• Maintain SLAs and provide professional, customer-focused support

• 2+ years of Helpdesk / Desktop Support experience (Level 2 preferred)
• Hands-on knowledge of Microsoft 365
• Basic Active Directory administration
• Experience with ticketing systems (Service Now, Jira, Fresh service, etc.)
• Strong communication skills and ability to work independently in a remote setup

• Experience supporting remote users in a corporate environment
• Basic networking knowledge (DNS, VPN, Wi-Fi troubleshooting)
• Prior part-time or flexible support role experience