L2 - Technical Support Engineer

Position Overview

We are seeking a talented and enthusiastic L2 Technical Support Engineer to join our Technical Support Team. The ideal candidate will be certified in ITIL, MCSE, CCNA, and Office 365 (preferred), and will play a key role in ensuring the continuity, stability and efficiency of our IT services.

Key Responsibilities

• Provide network and telecommunication services for internal and external customers in an efficient and timely manner.
• Deliver IT support aligned with agreed service levels and troubleshoot network, desktop, and infrastructure-related issues.
• Provide, maintain, and monitor the company's Global desktop computing environment to ensure seamless desktop services.
• Resolve incidents, service requests, problems, and changes efficiently and within agreed timelines.
• Ensure accurate and timely communication with internal and external customers, keeping them updated on progress and resolutions.
• Stay up to date with the latest technology trends and conduct ongoing research and development to provide innovative solutions.
• Maintain and manage the printing environment in a cost-effective manner while supporting the company's Global green initiatives.
• Comply with the company's Global IT policies, procedures, and standards in all daily activities.
• Perform root-cause analysis for recurring issues and recommend long-term preventive solutions.
• Assist in managing and maintaining servers, storage systems, and network equipment as required.
• Deploy and configure hardware, software, patches, and updates to ensure optimal performance and security.
• Monitor system performance, network connectivity, and critical IT services to proactively identify potential issues.
• Maintain accurate documentation for configurations, troubleshooting steps, asset inventories, and procedures.
• Collaborate with L1 and L3 teams for escalations and knowledge sharing to improve overall service delivery.
• Support onboarding and offboarding processes, including device setup, account creation, and access rights management.
• Ensure endpoint security compliance through antivirus updates, policy enforcement, and vulnerability mitigation.

Required Certifications

• ITIL
• MCSE
• CCNA
• Office 365 certification (preferred)

Skills & Competencies

• Strong troubleshooting and analytical skills
• Excellent communication and customer service abilities
• Good knowledge of networking, telecommunication systems, and Microsoft technologies
• Familiarity with ITSM processes
• Proactive, self-motivated, and keen to stay updated with modern technologies