Desktop Support Engineer L2

Desktop Support Engineers

The role involves supporting hardware and software troubleshooting, device provisioning, operating system deployment, Microsoft 365 services, Microsoft Intune endpoint enrollment, printer support, smart board and meeting room technologies, and endpoint security solutions. The position ensures efficient delivery of IT services while maintaining agreed Service Level Agreements (SLAs), operational standards, and organizational IT policies.

• Update, resolve, and document incidents and service requests in the ITSM ticketing system with accurate troubleshooting details while maintaining SLA compliance.
• Provide Level 2 technical support to end users through on-site and remote assistance.
• Deliver onsite and remote technical assistance to end users.
• Troubleshoot and resolve hardware, operating system, and software-related issues.
• Install, configure, and maintain desktops, laptops, tablets and related peripherals.
• Install, configure, update, and troubleshoot business applications and enterprise software.
• Support Microsoft 365 services including Outlook, Teams, One Drive, Microsoft Office applications, and user account-related issues.
• Manage Windows endpoints using Microsoft Intune, including device enrollment, policy deployment, compliance monitoring, application deployment and troubleshooting.
• Support Microsoft Entra  / Azure AD, device registration, user authentication, Conditional Access-related device issues, and Hybrid Azure AD joined devices.
• Perform Windows feature updates, cumulative updates, driver updates, firmware updates, and operating system upgrades.
• Configure and troubleshoot printers, scanners, smartboards, conferencing equipment, meeting rooms, and audio‑video devices.
• Set up and maintain wired and wireless network connectivity for client devices.
• Collaborate with other IT teams and professionals to resolve complex issues.
• Provide user guidance for Microsoft 365 applications, Windows features, endpoint security, and corporate IT policies.
• Perform hardware replacement, warranty coordination, device lifecycle management, inventory verification, and asset management.
• Support executive meetings, conference rooms and business‑critical events by ensuring all IT equipment functions properly.
• Participate in IT projects involving endpoint modernization, Windows upgrades, Microsoft Intune implementation, Microsoft 365 migration, and endpoint security compliance.

• Bachelor’s degree in Computer Science, Information Technology or a related field, with a minimum of 2 years of experience in IT support.
• Strong analytical, problem‑solving and troubleshooting skills.
• Strong technical knowledge of computer systems, hardware, operating systems and software.
• Experience supporting Microsoft
  365 applications including Outlook, Teams, One Drive, and Microsoft Office.
• Familiarity with Active Directory, Microsoft Entra  (Azure AD), Hybrid Azure AD Join, Windows Autopilot, Windows Update for Business and Group Policy.
• Strong communication and interpersonal skills with a customer‑focused approach.
• Ability to work independently and collaboratively within a team environment.
• Excellent organizational skills with the ability to prioritize multiple tasks and meet deadlines.
• Ability to work under pressure while maintaining a high level of service quality.
• Commitment to continuous learning and adopting modern endpoint management technologies.