Desktop Support Engineer – Level 2

Job Requirement: Desktop Support Engineer – Level 2Job Title:

Location: Rawalpindi / Khannapul

Job Type: Full-time / On-site

Job Summary:

We are looking for an experienced Desktop Support Engineer – Level 2 to provide advanced technical support for desktops, laptops, network devices, and IT systems. The ideal candidate will have strong troubleshooting skills, excellent communication, and the ability to work independently while handling escalated issues from Level 1 support.

Key Responsibilities:Technical Support & Troubleshooting

• Provide L2 technical support for Windows & macOS workstations.
• Troubleshoot hardware issues: desktops, laptops, printers, scanners, monitors.
• Troubleshoot software issues: operating systems, MS Office, email clients, business apps.
• Resolve network problems related to LAN, Wi-Fi, IP addressing, DNS/DHCP.
• Handle VPN connectivity issues and remote access support.
• Support Active Directory tasks: password resets, group policy issues, user profile problems.
• Perform OS installation, system imaging, and software deployment.

System & Security Support

• Perform updates, patches, and antivirus checks.
• Ensure endpoint security compliance.
• Configure and manage Microsoft 365 or G Suite accounts.
• Manage backup of user data where required.

Escalations & Documentation

• Take ownership of escalated L1 tickets and ensure timely resolution.
• Document issues, fixes, and maintain SOPs/knowledge base.
• Escalate unresolved issues to Level 3 or Infrastructure teams when necessary.

Hardware & Asset Management

• Maintain inventory of IT equipment and accessories.
• Assist in procurement of new hardware/software.
• Perform preventive maintenance of systems and peripherals.

Required Skills & Qualifications:Technical Skills

• Strong knowledge of Windows 10/11, macOS, and basic Linux commands.
• Hands-on experience with Active Directory, Group Policies, DNS, DHCP.
• Experience with Office 365, Outlook support, Teams, OneDrive.
• Understanding of LAN/WAN concepts, IP networking, routers, switches.
• Experience with ticketing systems (Autotask, Jira, Zendesk, Freshdesk, etc.)
• Good understanding of security best practices and antivirus tools.

Soft Skills

• Strong communication and customer service mindset.
• Ability to troubleshoot independently and under pressure.
• Good documentation and reporting abilities.
• Positive attitude, professional behavior, and teamwork.

Education & Certifications (Preferred but Not Mandatory):

• Bachelor’s degree in Computer Science / IT or relevant diploma.
• CompTIA A+, CompTIA Network+, Microsoft MCP/MD-100/MD-101, ITIL Foundation.

Work Environment & Benefits:

• 8-hour shift (timings as per company policy).
• Friendly workspace with collaborative team.
• Market-competitive salary & performance bonuses.
• Professional training and career growth opportunities.

Job Type: Full-time

Pay: Rs50,000.00 - Rs100,000.00 per month

Work Location: In person