L2 Support Engineer

Position Summary

A second‑level support role involves diagnosing and resolving complex technical issues that have been escalated from the first level of support. The role requires advanced knowledge of hardware, software, and networks. The Helpdesk Technician – Tier II plays a crucial role within the Help Desk, acting as a critical escalation point, ensuring compliance with Service Level Agreements (SLAs) and providing a high‑touch customer experience.

It collaborates with the Infrastructure team to optimize the end‑user technology ecosystem and maintain business continuity.

• Diagnose, resolve, or provide root‑cause analysis of incidents across complex hardware, software, and network platforms.
• Receive, prioritize, and manage support ticket workflows in ITSM systems, ensuring alignment with SLA/OLA thresholds and proactive communication with departments regarding service impacts.
• Document solutions by creating and maintaining detailed documentation of all technical issues, steps taken, and resolutions to build a knowledge base to reduce repeat incident volume.
• Participate in problem management initiatives, identifying systemic issues and recommending strategic solutions to reduce incident recurrence.
• Partner with Tier 1 technicians to mentor, reinforce knowledge transfer around emerging technologies and best practices while improving overall team efficiency.
• Identify and escalate critical or unresolved issues to Level 3 support, providing detailed handover information.
• Support on‑site and remote workforce environments, ensuring seamless user experience across hybrid, multi‑site, and distributed operating models.

• 3‑5 years of Help Desk support experience, with at least 1‑2 years in a Tier II capacity within an enterprise environment.
• Strong proficiency in Windows Server/Client OS (Windows, Linux, macOS), Active Directory, Azure AD/Microsoft Entra , software applications (M365/Microsoft Office), cloud service platforms (Azure Virtual Desktop/AVD), network fundamentals (DHCP, DNS, VPN), and standard enterprise management tools (Service Now, Ninja One).
• Strong analytical and problem‑solving abilities to identify root causes of complex issues while using remote access tools.
• Excellent communication and customer service skills, with the ability to explain technical concepts clearly to non‑technical users.
• Focused mindset on delivering value‑added engagement with end users at all touchpoints.
• Ability to manage multiple priorities, work independently with minimal supervision, and pivot rapidly in a dynamic support landscape while maintaining quality of service.

• Associate degree from an accredited institution with 3+ years of Help Desk experience OR high school diploma or GED equivalent, with 5+ years of Help Desk experience (degree can be substituted).

• CompTIA A+, Network+, or Security+
• Exposure to virtualization technologies (VMware, Hyper‑V, Citrix) and cloud service ecosystems (Azure, AWS, GCP).