L2 Service Desk Engineer

Job Description:

  • Provide advanced technical support to resolve complex IT issues for end-users, including hardware, software, network, and application problems.
  • Act as the escalation point for L1 support, taking ownership of unresolved incidents and service requests.
  • Troubleshoot and diagnose technical problems using various tools and methodologies.
  • Perform root cause analysis and implement solutions to prevent the recurrence of issues.
  • Manage and maintain IT infrastructure, including servers, networks, and systems.
  • Assist in the deployment, configuration, and maintenance of IT equipment and software.
  • Monitor system performance and ensure high availability and reliability.
  • Document and maintain technical procedures, user guides, and knowledge base articles.
  • Collaborate with other IT teams to resolve cross-functional issues and implement new technologies.
  • Participate in on-call rotation and provide after-hours support as needed.
  • Ensure compliance with IT policies, security standards, and best practices.
  • Provide training and guidance to L1 support staff and end-users to enhance technical skills and knowledge.

Requirements:

  • Bachelor’s degree in Information Technology, Computer Science, or a related field.
  • At least 3+ years of proven experience as an L2 Service Desk Engineer, IT Support Engineer, or in a similar role.
  • Strong knowledge of IT systems, including Windows and Linux operating systems, Active Directory, Office 365, and virtualization technologies.
  • Proficiency in troubleshooting and resolving hardware, software, and network issues.
  • Experience with ConnectWise PSA, SharePoint, Server Management, PowerShell, and investigating security alerts.
  • Familiarity with ITIL framework and best practices.
  • Excellent problem-solving skills and attention to detail.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are a plus.

Benefits:

  • HMO, Dental, and Life Insurance for you and one free dependent from day one (with option to enroll more)
  • Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves convertible to cash on your anniversary)
  • Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more
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