L2 Support Engineer

𝐊𝐞𝐲 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬

Deliver on-site Level 2 support for end-user environments, including Windows, macOS, and mobile platforms.

Troubleshoot and resolve issues related to hardware, software, and network connectivity.

Install, configure, and maintain desktops, laptops, printers, and other peripherals.

Monitor and manage IT support tickets via an ITSM platform within agreed SLA timelines.

Work closely with L3 teams to escalate and resolve complex technical problems.

Support software deployment, patching, and updates across user systems.

Provide responsive technical support to both on-site and remote users.

Maintain accurate documentation related to incident management, system configurations, and troubleshooting steps.

Ensure compliance with internal IT security standards and organizational policies.

𝐑𝐞𝐪𝐮𝐢𝐫𝐞𝐝 𝐒𝐤𝐢𝐥𝐥𝐬 & 𝐐𝐮𝐚𝐥𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬

Experience in EUC Level 2 support roles.

In-depth knowledge of Windows OS, macOS, Active Directory, and Office 365.

Proficiency in hardware diagnostics and repair (desktops, laptops, printers, etc.).

Hands-on experience with ITSM tools such as ServiceNow, Remedy, or Jira.

Solid understanding of basic networking protocols (TCP/IP, DNS, DHCP, VPN).

Experience with software installation, patch management, and endpoint security solutions.

Strong problem-solving and interpersonal skills with a customer-first mindset.

Bilingual fluency: C1 level or higher in both the local language and English.