Level 2 IT Support Engineer

Job Description

Your New Role

As a Level 2 IT Support Engineer, you will be the face of IT support, providing exceptional customer service while resolving a broad range of desktop, laptop, Microsoft 365, and end-user computing issues. You will work closely with infrastructure and networking teams, escalating more complex incidents where required and contributing to a seamless support experience for internal stakeholders.

Key responsibilities include:

• Providing Level 2 technical support across the business.
• Acting as the primary point of contact for end-user support requests.
• Troubleshooting hardware, software, operating system, and Microsoft 365 issues.
• Supporting Windows 11 environments and associated applications.
• Providing support across Outlook, Teams, OneDrive, and other Microsoft 365 services.
• Assisting with Microsoft Copilot support and user enablement.
• Supporting endpoint security technologies, including SentinelOne.
• Managing user accounts, permissions, and access requests.
• Performing workstation builds, deployments, upgrades, and hardware replacements.
• Escalating infrastructure, networking, and complex technical issues to Level 3 teams.
• Maintaining accurate ticket documentation and ensuring timely incident resolution.
• Delivering a high level of stakeholder engagement and customer service.

What You’ll Need to Succeed

• Proven experience in a Level 2 Desktop Support, Service Desk, or End User Computing role.
• Strong experience supporting Windows 11 environments.
• Hands-on experience with Microsoft 365 technologies.
• Exposure to Microsoft Copilot and modern workplace technologies.
• Experience supporting endpoint security solutions, ideally SentinelOne.
• Knowledge of Active Directory, user administration, and access management.
• Experience working within an ITIL or structured service management environment.
• Strong troubleshooting and problem-solving capabilities.
• Excellent communication and stakeholder management skills.
• Exposure to server administration, infrastructure support, or networking fundamentals will be highly regarded.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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