L2 IT Deskside Support

Job Title: L2 IT Deskside Support Engineer

Reporting to: IT Service Delivery Manager / IT Operations Manager

Role Overview

The L2 IT Deskside Support Engineer is responsible for providing second-line technical support to end users, ensuring timely resolution of hardware, software, and infrastructure-related issues.

This role acts as an escalation point from L1 Service Desk and delivers hands-on, deskside support across laptops, desktops, mobile devices, printers, and meeting room technologies. The successful candidate will combine strong technical troubleshooting skills with excellent customer service and communication abilities.

Key Responsibilities

Provide L2 support for incidents and service requests escalated from L1

Diagnose and resolve hardware and software issues for Windows (and/or macOS) environments

Support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Exchange Online)

Manage Active Directory and Azure AD tasks (user accounts, permissions, group policies)

Troubleshoot networking issues (LAN/WAN, Wi-Fi, VPN connectivity)

Support endpoint devices (laptops, desktops, printers, scanners, mobile devices)

Manage device builds, imaging and deployment (Intune, SCCM, Autopilot or similar)

Support AV and meeting room technology (Teams Rooms, Zoom Rooms, conferencing systems)

Perform hardware replacements and upgrades

Maintain accurate documentation within ticketing system

Ensure SLAs are met and provide updates to stakeholders

Assist with onboarding/offboarding processes

Contribute to continuous improvement of support processes

Technical Skills & Experience

Essential:

3+ years’ experience in IT Support (minimum 1 year at L2 level)

Strong Windows 10/11 support experience

Microsoft 365 administration experience

Active Directory and Azure AD knowledge

Experience with ticketing systems (ServiceNow, Jira, Zendesk or similar)

Basic networking knowledge (TCP/IP, DNS, DHCP)

Experience with device management tools (Intune, SCCM, JAMF etc.)

Excellent troubleshooting and problem-solving skills

Desirable:

Experience supporting macOS

Knowledge of ITIL processes

Exposure to cloud platforms (Azure)

Experience in enterprise environments

Relevant certifications (CompTIA A+, Network+, Microsoft, ITIL)

Behavioural Competencies

Strong customer service orientation

Clear and confident communicator

Ability to work independently and prioritise workload

Detail-oriented with strong documentation habits

Team player with collaborative mindset

Key Performance Indicators (KPIs)

SLA compliance

First-time fix rateTicket resolution times

User satisfaction scores

Accuracy of documentation