L2 Support Engineer – VIP End‑User Support

About the role

We are seeking a highly motivated Senior IT Support Engineer to provide Level 2 end‑user support, with a focus on VIP and executive users. The role ensures smooth operation of workplace IT services by handling ticket escalation, troubleshooting, and resolution of hardware, software, and network issues.

Key responsibilities

• Deliver Level 2 technical support for end‑users and service requests within agreed service levels.
• Maintain accurate ticket updates throughout the incident lifecycle and escalate unresolved issues to appropriate teams.
• Provide high‑quality, prompt support to VIP users, coordinating with internal IT teams and third‑party vendors.
• Perform PC staging, deployment, configuration, and installation for new and existing users, including IMAC requests.
• Conduct hardware and software maintenance for desktops, laptops, peripherals, and related devices.
• Coordinate hardware repair and replacement with Service Desk teams and external vendors.
• Support conference rooms, meetings, and special events to ensure seamless technology operations.
• Assist Connected Backup clients and handle backup‑related issues.
• Provide local network support and collaborate with centralized network teams as needed.
• Assist server and infrastructure teams during planned maintenance activities.
• Contribute to continuous‑improvement initiatives to enhance service quality and user satisfaction.

Required profile

• Bachelor’s degree in IT, Computer Science, Engineering or related field, or equivalent practical experience.
• Minimum 7 years of experience in IT Support, Desktop Support, End‑User Computing or Service Desk environments.
• Proven experience providing VIP or executive support in a corporate setting.
• Strong communication skills and ability to work effectively in a fast‑paced environment.

Required skills

• Windows desktop and laptop operating systems.
• Hardware troubleshooting and peripheral device support.
• Software installation and configuration.
• Ticketing systems and incident‑management processes.
• Local network troubleshooting.
• Backup solutions (e.g., Connected Backup).
• PC staging, deployment, and IMAC procedures.