Bilingual Level 2 Service Desk Analyst

Deliver bilingual Level 2 remote support using Windows, Microsoft 365, and endpoint management expertise. Resolve escalations in the user's language while meeting SLAs consistently.
This analyst resolves incidents and service requests across operating systems, networks, applications, and endpoint management. The work covers Windows 10/11, macOS, iOS, Android, Microsoft 365, and Active Directory or Entra  communication supports user updates and agreed follow-ups.

Key Responsibilities:

Resolve escalated Level 2 incidents and service requests within SLA
Troubleshoot Windows, macOS, iOS, and Android devices remotely
Diagnose LAN, WAN, Wi-Fi, VPN, DNS, DHCP, and TCP/IP issues
Manage Intune, Entra , Active Directory, MFA, and access provisioning
Document fixes and maintain knowledge-base articles in local languages
Requirements:
Five or more years of IT support experience
At least three years of Level 2 support experience
Strong Windows, Microsoft 365, and Active Directory or Entra s
Networking fundamentals covering TCP/IP, DNS, DHCP, VPN, and wireless
Fluent written and spoken language skills required for location
Apply bilingual support, endpoint management, and networking expertise to resolve escalated incidents and improve user service outcomes.