Key Skills

Job Description

Job Overview We are looking for an L2 IT Support Engineer to provide onsite technical support to end users and ensure the smooth operation of day-to-day IT services. The engineer will handle first-line incidents and service requests, troubleshoot user issues, and coordinate with L2/L3 teams when escalation is required. Key Responsibilities End-User & Desktop Support Provide L1 onsite IT support for desktops, laptops, printers, and peripherals. Troubleshoot Windows operating system and common software issues. Install, configure, and replace computers, peripherals, and standard software. Support users with account, password, access, and basic application-related issues. Assist with device setup, configuration, and deployment. Hardware & Peripheral Support Diagnose and resolve basic hardware issues involving laptops, desktops, monitors, keyboards, mice, docking stations, and printers. Perform hardware replacements and basic connectivity checks. Coordinate with vendors for warranty or hardware-related issues when required. Network & Connectivity Support Troubleshoot basic LAN/Wi-Fi connectivity issues. Check network cables, ports, and basic connectivity. Perform basic troubleshooting of printers and other network-connected devices. Escalate complex network issues to the appropriate infrastructure team. User & Application Support Support Microsoft Office/Microsoft 365 and standard business applications. Assist users with software installation and basic application troubleshooting. Follow approved IT procedures and support documentation. IT Asset Management Maintain accurate records of IT equipment and assigned assets. Support asset tagging, device handover, collection, and replacement activities. Update inventory records following company procedures. Incident Management & Escalation Log, update, and track incidents and service requests in the IT service management system. Resolve issues within agreed SLA targets where possible. Escalate unresolved or complex incidents to L2/L3 support teams. Maintain clear documentation of troubleshooting steps and resolutions. Required Skills & Experience 2–4 years of experience in IT Support, Desktop Support, or Service Desk environments. Hands-on experience with Windows 10/11. Good knowledge of desktop hardware, peripherals, and basic troubleshooting. Basic understanding of LAN, Wi-Fi, TCP/IP, DNS, and DHCP. Experience with Microsoft Office / Microsoft 365. Familiarity with ticketing or ITSM tools. Good communication and customer-service skills. Ability to work independently onsite and coordinate effectively with remote IT teams. Local language communication skills required. Good English communication skills preferred. Strong troubleshooting, documentation, and organizational skills.

Core Responsibilities

Provide onsite end-user support for computers, peripherals, Windows, Microsoft 365, applications, accounts, and basic network connectivity. Track and document incidents and IT assets, resolve requests within SLA targets, and escalate complex issues to L2/L3 teams or vendors.

Requirements

Requires 2–4 years of IT, desktop, or service desk support experience, hands-on Windows 10/11 experience, and knowledge of desktop hardware, peripherals, and basic networking. Candidates should be familiar with Microsoft Office/Microsoft 365 and ITSM tools, communicate well with users and remote teams, and have local-language communication skills; good English is preferred.