Information Technology Support Engineer (L2 Desktop Support)

About the role

The L2 Desktop Support Technician provides advanced technical support and troubleshooting to end‑users, addressing complex issues, maintaining hardware and software systems, and ensuring optimal performance and user satisfaction.

Key responsibilities

• Install and configure desktops, laptops, mobile devices, peripherals, and related software.
• Perform break‑fix support, desk‑side assistance, IMACD activities, data migration, device refreshes, and other technical tasks.
• Execute onsite updates, configuration changes, and software installations.
• Provide hands‑on technical assistance and support to end users.
• Identify potential issues affecting end‑user experience and take proactive measures.
• Manage assigned tickets, ensuring timely resolution within SLAs and regular updates to users.
• Coordinate with external vendors for hardware provisioning, warranty repairs, and replacements.
• Support end‑user activities related to security controls, compliance checks, access reviews, and facility inspections.
• Collaborate with Level 3 support teams and project groups for service enhancements, maintenance, and upgrades.
• Provide IT support for on‑site and off‑site events, including setup and coordination with venue IT/AV teams.
• Assist in disaster recovery activities and respond during emergencies at local sites.
• Participate in on‑call support on a rotational basis, including outside normal business hours.
• Provide hands‑and‑feet support for network, data, and voice infrastructure.