Level 2 Information Technology Support Engineer

About the role

The Level 2 Information Technology Support Engineer is a full‑time, on‑site position based in Eschen. The role focuses on handling escalated technical support requests, diagnosing and resolving complex hardware and software issues, and providing advanced troubleshooting for end‑user computing devices and infrastructure. The engineer also performs system administration tasks, supports deployments and rollouts, and works closely with field engineers to deliver onsite services such as break‑fix, IMAC and desktop support.

Key responsibilities

• Handle escalated support tickets and resolve hardware, software, and connectivity problems.
• Perform system administration duties, including patching, user provisioning, and configuration management.
• Support large‑scale deployments and rollouts of operating systems and applications.
• Coordinate with field engineers to deliver onsite break‑fix, IMAC, and desktop support services.
• Manage incidents and service requests through help‑desk tools, ensuring accurate documentation and timely resolution.
• Maintain inventory and asset records, adhering to company standards and client SLAs.
• Collaborate with Level 1 support, vendors, and clients to ensure stable IT environments.

Required profile

• Strong technical support and help‑desk experience, capable of managing incidents, service requests and escalations.
• Solid IT and system administration knowledge covering operating systems, networks and core infrastructure.
• Advanced troubleshooting skills for complex hardware, software and connectivity issues.
• Experience with desktop support, EUC devices and data‑center environments is a plus.
• Ability to work on‑site, interact professionally with clients and handle multiple tasks in a fast‑paced environment.
• Excellent documentation, communication and customer‑service abilities.
• Relevant technical certification or degree (e.g., CompTIA A+, Network+, Microsoft).
• Familiarity with IT asset management, IMAC processes and ITIL or similar frameworks is advantageous.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Operating systems
• Network fundamentals
• Desktop support
• IT asset management
• IMAC processes
• ITIL service management
• CompTIA A+
• CompTIA Network+
• Microsoft certifications