TECEZE - L2 Desktop Support Engineer (5-8 yrs)

We are seeking a proactive and technically proficient Desktop Support Engineer - Level 2 to join our IT support team.

This role is ideal for candidates with hands-on experience in handling escalated technical issues, supporting system administration tasks, and ensuring endpoint security.

You will play a key part in keeping our end-user environment productive and secure by troubleshooting complex technical problems, maintaining systems, and supporting rollouts and migrations.

Key Responsibilities :

- Handle escalated incidents from L1 support related to hardware, software, or network issues.

- Diagnose and resolve OS issues (Windows/macOS/Linux), performance lags, application errors, and driver conflicts.

- Support the installation, configuration, and maintenance of software and hardware components.

- Conduct hardware diagnostics and repairs for desktops, laptops, printers, and scanners.

- Analyze system logs to identify root causes of recurring issues.

- Manage user accounts, permissions, and groups via Active Directory.

- Perform system updates, patches, and software rollouts using tools like SCCM or MDT.

- Assist in imaging, provisioning, and deploying new systems.

- Set up and support user devices (desktops, laptops, mobile devices).

- Ensure endpoint protection (antivirus, encryption, firewall) is always active and up-to-date.

- Enforce security policies: screen lock, password standards, device encryption.

- Monitor and respond to security alerts, suspicious activity, and vulnerabilities on endpoints.

- Troubleshoot LAN/WAN/Wi-Fi, VPN, and network configuration issues (IP, DNS, DHCP).

- Configure and maintain network printers, shared drives, and remote access tools.

- Collaborate with the network or L3 team for deeper routing, VLAN, or firewall issues.

- Maintain detailed documentation of incidents, resolutions, and asset inventories.

- Create knowledge base articles, technical guides, and SOPs for recurring issues.

- Provide timely status updates and reports to IT leadership.

- Escalate critical or unresolved issues to L3 engineers or third-party vendors.

- Assist with project implementations (OS upgrades, hardware refreshes, migrations).

- Provide mentorship and guidance to L1 support engineers as needed.

Required Skills & Tools :

- Experience in Operating Systems like Windows 10/11, macOS, basic Linux

- Good knowledge of Tools & Platforms like SCCM, MDT, Active Directory, ITSM tools (e.g, ServiceNow, Jira), Remote desktop apps

- In depth knowledge of Networking Basics like TCP/IP, DNS, DHCP, VPN, proxy configuration

- Experience in Scripting in Basic PowerShell or batch scripting for automation

- Strong troubleshooting mindset and attention to detail.

- Effective communication and interpersonal skills.

- Ability to work independently and under pressure in a fast-paced environment.

- Passion for helping users and improving technical support efficiency