Technical Support Engineer (L2)

Your responsibilities

• Handle support requests and ensure timely resolution in accordance with service-level agreements (SLAs).
• Diagnose and resolve issues with Windows, macOS, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Office), corporate devices, and peripherals.
• Provide technical support to users.
• Escalate complex incidents to specialist teams, providing a detailed description of the issue, diagnostic findings, and actions taken.
• Fulfil requests to prepare equipment for deployment and decommissioning.

What we expect from you

Technical skills

• At least 1 year of experience in end-user technical support or IT systems administration.
• Strong knowledge of Windows 10/11, macOS, and standard office software.
• Hands-on experience with Microsoft 365: Exchange Online, Outlook, Teams, OneDrive, and SharePoint.
• Understanding of Active Directory, Microsoft Entra ID (Azure AD), Group Policy, and corporate authentication.
• Basic knowledge of networking technologies: TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Troubleshooting skills across software, hardware, and peripheral devices.
• Experience with ticketing and service management systems (Service Desk, ITSM).

Personal qualities

• A customer-focused approach and commitment to providing high-quality support.
• Accountability and attention to detail.
• Analytical thinking and effective problem-solving skills.
• Ability to manage multiple tasks and prioritise effectively.
• Ability to communicate clearly with users of varying technical backgrounds.
• Strong teamwork skills and ability to collaborate across company departments.

Nice to have

• Experience with Microsoft Intune, Endpoint Manager, or other endpoint management solutions.
• Experience working in a corporate environment with a large user base.