L2 IT Support Engineer

Key responsibilities:

• Deployment phase (office build-out / rollout)
• Device deployment and desk setup (laptops, monitors, peripherals).
• Provide rack & stack, cabling, and patching support.
• Perform asset tagging, inventory validation, and deployment reporting.
• Coordinate with network and project teams during deployment activities.
• Provide Day-1 go-live support and hypercare for end users.
• BAU phase (L2 deskside support)
• Provide L2 deskside support for Windows, macOS, and iOS endpoints.
• Support Microsoft 365 applications (Outlook, Teams, SharePoint) and related end-user services.
• Manage incidents and requests via ServiceNow; own end-to-end ticket lifecycle and SLA compliance.
• Provide VIP / executive support and handle escalations with clear communication.
• Perform device provisioning, imaging/enrollment (Intune/SCCM/Autopilot), and lifecycle management.
• Maintain asset records, documentation, and reporting to support audits and operational readiness.
  

Required skills & experience:

• 3–6 years’ experience in IT support (deskside/L2 preferred) in an enterprise environment.
• Operating systems: Windows 10/11 and macOS support experience.
• Microsoft 365: Outlook, Teams, SharePoint (user support and troubleshooting).
• Endpoint management: Intune / SCCM / Autopilot (provisioning, enrollment, compliance basics).
• Identity & access: Active Directory and Okta (account/group basics, device access troubleshooting).
• Networking fundamentals: basic troubleshooting for LAN/WiFi/VPN.
• ITSM tooling: ServiceNow incident/request handling; strong ticket hygiene and SLA mindset.
• Deployment experience (must-have): hands-on office IT setup/rollout and large-scale device deployment (1000+ users preferred).
• Experience supporting VIP / executive users; strong communication, documentation, and reporting discipline.

Nice-to-have:

• Hands-on rack & stack / patching experience.
• Experience in global / multinational environment.
• Ability to work in a fast-paced deployment environment and adapt to shifting priorities.
• Experience with iOS support and/or mobile device troubleshooting in enterprise environments.

Deliverables & KPIs (example):

• Deployment readiness: devices built, tagged, and handed over as per rollout plan; Day-1 issues triaged within agreed timelines.
• Ticket SLA: ≥ 95% of incidents/requests handled within SLA (ServiceNow).
• Quality: strong documentation and accurate asset records/CMDB updates to support audits and reporting.
• VIP support: timely communication and resolution for executive users and priority incidents.

Behavioural competencies:

• Strong communication skills and confidence working in a user-facing deskside role.
• Ability to operate effectively in a fast-paced deployment environment.
• Demonstrated experience supporting VIP / executive users with professionalism and discretion.
• Strong ownership, ticket discipline, and documentation / reporting rigor.
  

Other:

• Working model: 24x5 shift coverage (3-shift model).