Senior Support Engineer

About the role

This is a Level 2 technical support role providing hardware and software support across desktops, laptops, mobile devices, and peripherals. You will diagnose, troubleshoot, and resolve end-user technical incidents and service requests remotely or onsite, and support system upgrades, migrations, hardware rollouts, and software deployments.

Key responsibilities

• Provide Level 2 technical support for hardware and software issues across desktops, laptops, mobile devices, and peripherals
• Diagnose, troubleshoot, and resolve end-user technical incidents and service requests remotely or onsite
• Deploy, configure, maintain, and troubleshoot desktops, laptops, mobile devices, printers, scanners, and other peripherals
• Provide application support for Microsoft 365, VPN, collaboration tools, and other standard business applications
• Perform device imaging, configuration, deployment, replacement, and hardware refresh activities
• Ensure end-user devices comply with IT security and compliance standards, including antivirus, patching, encryption, and other security controls
• Maintain accurate hardware and software asset inventory, including lifecycle and license tracking
• Log, manage, and track incidents, service requests, and changes using ITSM tools such as ServiceNow following ITIL processes
• Collaborate with network, infrastructure, security, application, and other IT teams to resolve complex issues and support IT projects
• Support system upgrades, migrations, hardware rollouts, software deployments, and other infrastructure initiatives

About you

• Strong experience in End-User Computing Desktop Support and IT Infrastructure Support
• Good knowledge of Windows operating systems, Microsoft 365, VPN, and collaboration tools
• Experience with hardware troubleshooting, device deployment, imaging, and configuration
• Knowledge of ITSM ITIL processes and tools such as ServiceNow or JIRA
• Understanding of endpoint security, patching, antivirus, encryption, and compliance requirements
• Experience managing IT assets and hardware software lifecycle
• Good troubleshooting and problem-solving skills
• Ability to work independently in an onsite customer environment
• Strong communication and stakeholder-management skills
• Ability to collaborate effectively with local and global IT teams and external vendors