Troubleshoot complex issues by diagnosing, resolving or providing root-cause analysis of incidents across complex hardware, software, and network platforms.
Receive, prioritize, and manage support ticket workflows in the 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 the overall team's 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 (e.g., Windows, Linux, macOS), Active Directory, Azure AD/Microsoft Entra ID, software applications (e.g., M365/Microsoft Office), cloud service platform (e.g., Azure Virtual Desktop/ AVD), network fundamentals (e.g., DHCP, DNS, VPN) and standard enterprise management tools (ServiceNow, NinjaOne).
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.

L2 Support Engineer

Key skills