L2 IT Support Deskside Technician

About the role

We are seeking a motivated L2 IT Support Deskside Technician to join our IT team. You will provide hands‑on technical assistance to keep our hardware, software, and network environments running smoothly for end users.

Key responsibilities

• Deliver second‑level deskside and remote support for hardware, software, and network issues escalated from L1.
• Troubleshoot and resolve problems on Windows 10/11 and macOS endpoints, including laptops, desktops, and peripherals.
• Install, configure, and maintain workstations, applications, and operating‑system updates.
• Manage user accounts, groups, and access permissions using Active Directory, Azure AD, and Microsoft 365.
• Support onboarding and off‑boarding processes, handling device provisioning and decommissioning.
• Log and track all incidents and service requests in ServiceNow.
• Collaborate with L3 teams and external vendors on complex technical issues.

Required profile

• Minimum 2 years of experience in an IT support or help‑desk role (L1/L2).
• Strong understanding of Windows 10/11 and/or macOS environments.
• Hands‑on experience with Active Directory, Group Policy, and Microsoft 365.
• Familiarity with networking fundamentals such as TCP/IP, DNS, DHCP, and VPN.
• Experience using ITSM tools and following ITIL processes.
• Excellent troubleshooting skills and attention to detail.

Required skills

• Windows 10/11
• macOS
• Active Directory
• Azure AD
• Microsoft 365
• Group Policy
• ServiceNow (ITSM)
• TCP/IP, DNS, DHCP, VPN
• ITIL processes
• Hardware, software, and network troubleshooting