L2 IT Support Technician – Deskside & Remote

About the role

We are seeking a motivated L2 IT Support Technician to join our IT team. You will provide hands‑on deskside and remote support, ensuring our Windows and macOS devices run smoothly for all 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 rights in Active Directory, Azure AD and Microsoft 365.
• Support onboarding and off‑boarding processes, provisioning and de‑commissioning devices.
• 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 knowledge 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
• TCP/IP
• DNS
• DHCP
• VPN
• ITIL processes