IT Desktop Support Engineer – L2

About the role

The L2 IT Desktop Support Engineer will provide comprehensive technical support and field services for end‑user computing environments. You will install, configure, troubleshoot, and maintain Windows operating systems, hardware, and software while collaborating with internal teams and external vendors.

Key responsibilities

• Perform full imaging, installation, and configuration of Windows OS and related software applications.
• Resolve standard break‑fix hardware and software issues, including deskside interventions.
• Deliver EUC/Desktop field services, handling IMAC tasks and conference‑room health checks.
• Act as liaison with Managed Service Provider for escalations and advanced troubleshooting.
• Manage asset inventory, coordinate disposal with vendors, and ensure secure storage and single‑wipe compliance.
• Handle incident and request management (SRs, RITMs) within agreed SLA/OLA timelines and document closures.

Required profile

• Proven experience with Windows OS installation, imaging, and configuration.
• Hands‑on experience in hardware and software break‑fix support.
• Familiarity with asset inventory management and secure disposal processes.
• Ability to manage incidents, service requests, and maintain documentation according to SLA requirements.

Required skills

• Windows Operating System
• Imaging tools
• Hardware troubleshooting
• Software deployment and configuration
• Asset inventory management
• Vendor coordination
• Incident and request management (SRs, RITMs)