IT Support Engineer Level 2

Level 2 IT Support Engineer - Roles & Responsibilities

• Provide Level 2 (Band-2) technical support for end-user computing environments.
• Well-equipped to support End User Computing (EUC) devices including laptops, desktops, and printers, with working knowledge of both Windows and macOS environments.
• Manage IT Service Management operations, primarily in End User Computing (EUC) and Deskside Support services.
• Strong understanding of desktop technologies and infrastructure components.
• Ability to assemble, diagnose, and replace hardware components such as RAM, SSDs, screens, WLAN cards, keyboards, and motherboards.
• Perform system recalibration and maintenance of internal and external hardware components, including cooling systems.
• Demonstrate strong networking knowledge and troubleshooting capabilities.
• Experience with SCCM, Ivanti, and Microsoft Intune for software deployments and installations.
• Perform OS installations, troubleshooting, patch management, and software package deployments.
• Provide support for conference room technologies including Polycom, Cisco, StarLeaf devices, and Microsoft Teams Rooms, while coordinating with Facilities for non-network devices such as CCTV systems and sensors.
• Ensure all systems are updated with antivirus, security patches, and Windows updates.
• Troubleshoot issues using remote administration tools such as RDP, iDRAC, and ILO.
• Provide support for printer troubleshooting, file restoration, and peripheral devices.
• Deliver excellent customer service and stakeholder management, ensuring timely issue resolution.
• Work within the ITIL Service Management framework and follow established ITSM processes.
• Manage IT asset inventory and lifecycle management, including laptop allocation, reclamation, and tracking in ITSM platforms.
• Handle mobile devices and peripherals including docking stations, monitors, keyboards, and related accessories.
• Perform housekeeping tasks such as system cleanups, profile archiving, and workspace reclamation.
• Manage software installations and configuration, including Apple iMac and macOS devices in corporate environments.