L2 Technical Support Engineer

Description :

Key Responsibilities :

End-User Device Support :

- Provide break/fix support for desktops, laptops, mobile devices, and peripherals.

- Re-image devices and reinstall/configure required applications.

- Perform installation, configuration, and upgrades of desktops, laptops, and associated software.

- Conduct end-user system intake prior to upgrades/refresh (software, data, printers, configurations).

- Ensure the upgraded/refreshed system meets all pre-defined standards.

Troubleshooting & Technical Expertise :

- Troubleshoot Windows 10/11 OS, Mac OS, Android OS, and enterprise applications.

- Resolve issues related to PC hardware, software, directory services, and printing.

- Support network-related issues (Basic LAN/WAN, Wi-Fi configuration).

- Diagnose and resolve VOIP phone issues and application software configuration issues.

- Escalate complex/global application issues to Level 2/Level 3 teams as necessary.

Printer & Peripheral Support :

- Provide full support for printers including network configuration and driver installation.

- Coordinate with printer vendors for installation, repair, and replacement activities.

Ticketing & Documentation :

- Manage assigned ticket queues, ensuring timely resolution and closure within SLA.

- Provide regular status updates to end users and follow up proactively.

- Maintain detailed documentation of issues, troubleshooting steps, and resolutions in ITSM tools such as

ServiceNow or Remedy.

- Develop SOPs, Knowledge Base (KB) articles, and standard configuration documentation (KEDB).

Vendor & Team Coordination :

- Coordinate with third-party vendors for hardware replacements, warranty repairs, and support escalations.

- Collaborate with Level 3 support teams, network teams, and project teams for upgrades, migration tasks, and service delivery improvements.

- Work with application and infrastructure teams for issue resolution and product enhancements.

Technical Skills Required :

- Strong knowledge of Windows 10/11, Mac OS, and Android OS.

- Proficiency with MS Office 365 and related support activities.

- Good understanding of Active Directory, User/Group management, Group Policies, DNS, DHCP.

- Basic networking knowledge: LAN/WAN, TCP/IP, Firewalls, Wi-Fi configuration.

- Hands-on experience with device imaging, application configuration, and system migration processes.

- Experience with ITSM tools (ServiceNow, Remedy, etc.)

- Solid understanding of PC hardware, system components, and troubleshooting methodologies.

Soft Skills & Leadership :

- Excellent communication skills (written and verbal).

- Strong stakeholder management abilities including interactions with :

1. End users

2. Senior management

3. IT teams

4. Project teams

5. Vendors

- Ability to work independently at customer site with minimal supervision.

- Strong problem-solving and analytical skills.

- Ability to work in fast-paced environments and manage multiple tickets/priorities.

Qualifications :

- Bachelors degree in Computer Science, IT, or related field (preferred).

- Relevant certifications like ITIL Foundation, MCSA, A+, Network+, etc., will be an added advantage.

- Proven experience in L2 Support, Desktop Support, or End User Computing roles.

- Experience working within defined SLAs and ITIL-based processes