Desktop Support Engineer Level 2

Job Summary

We are seeking a proactive and customer-focused Level 2 Service Desk Engineer to join our IT Support team. In this role, you will be responsible for delivering high-quality technical support, resolving complex IT issues, and ensuring an excellent end-user experience. The ideal candidate will possess strong troubleshooting skills, a customer-centric mindset, and the ability to manage incidents efficiently while maintaining agreed service levels.

Your primary objective will be to ensure timely issue resolution, minimize service disruptions, and maintain high levels of customer satisfaction.

Key Responsibilities

Service Desk & User Support

• Provide first-class technical support through phone, email, chat, and remote support channels.
• Log, categorize, prioritize, and manage incidents and service requests in accordance with established SLAs.
• Provide technical assistance to users both remotely and on-site.
• Resolve Level 1 and Level 2 technical issues in a professional, customer-focused manner.
• Maintain regular communication with users, providing timely updates until incidents are fully resolved.
• Escalate complex issues to Infrastructure teams, vendors, or third-party support providers when necessary.

Hardware & Operating System Support

• Install, configure, image, upgrade, troubleshoot, and repair desktops, laptops, printers, and peripheral devices.
• Support and maintain Windows 11 and macOS environments.
• Diagnose and resolve hardware-related issues, coordinating repairs or replacements when required.

Microsoft & Digital Workplace Support

• Support Microsoft 365 applications, including Outlook, Teams, Office applications, and collaboration tools.
• Manage user accounts, permissions, and access through Active Directory and Group Policy.
• Assist with mobile device and unified communications support.

Network & Security Support

• Troubleshoot LAN, WAN, Wi-Fi, VPN, and connectivity-related issues.
• Support endpoint security solutions, including antivirus and endpoint protection platforms.
• Perform basic network and server troubleshooting to identify and resolve infrastructure-related issues.

IT Service Management

• Utilize ITSM tools such as ServiceNow to manage and track incidents, requests, and problem tickets.
• Ensure accurate documentation of support activities, resolutions, and technical procedures.
• Contribute to knowledge base documentation and continuous service improvement initiatives.
• Complete daily, weekly, monthly, and ad-hoc administrative tasks to support Service Desk operations.

Projects & Continuous Improvement

• Participate in IT infrastructure, migration, onboarding, and transition projects.
• Support customer-specific technology initiatives and service improvement programs.
• Assist in implementing new technologies and operational best practices.

Required Technical Skills

• Strong knowledge of Windows 10/11 , macOS , Microsoft 365 , and Active Directory .
• Solid understanding of Group Policy , TCP/IP , DNS , DHCP , and general networking concepts.
• Experience supporting remote access solutions and VPN technologies.
• Familiarity with endpoint security and antivirus platforms.
• Hands-on experience with IT ticketing and service management tools, preferably ServiceNow .
• Working knowledge of Windows Server environments and basic infrastructure support.
• Experience troubleshooting desktop, laptop, printer, application, and peripheral issues.

Qualifications & Experience

• Minimum 3 years of experience in an IT Service Desk, Desktop Support, or Technical Support role.
• Proven experience working within a ticketing or IT Service Management environment.
• Experience supporting enterprise Digital Workplace technologies and end-user computing environments.
• Background in hardware diagnostics, troubleshooting, and repair.
• Familiarity with ITIL-based service delivery practices is advantageous.

Key Competencies

• Excellent customer service and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work effectively under pressure and meet SLA targets.
• Strong organizational and time-management skills.
• Proactive, self-motivated, and detail-oriented approach.
• Ability to work independently and collaboratively within a team environment.
• Strong verbal and written communication skills in English and Arabic .