Desktop Support Engineer – L2

About the role

We are seeking an experienced L2 Desktop Support Engineer to deliver day‑to‑day technical assistance to end users. You will ensure laptops, desktops, tablets, mobile devices and related IT equipment operate smoothly while supporting onboarding and off‑boarding processes.

Key responsibilities

• Provide L2 support for laptops, desktops, tablets, mobile devices and related equipment.
• Diagnose, troubleshoot and resolve hardware and Windows OS issues.
• Own incidents and service requests in ServiceNow, ensuring resolution within SLA.
• Build, configure, deploy and maintain end‑user devices throughout their lifecycle.
• Maintain accurate IT asset inventory and stock levels.
• Support new joiners and leavers with device provisioning, collection and access coordination.
• Collaborate with the wider IT team and Site Lead to serve local users.
• Escalate complex issues to Network, Security, Systems or other internal teams.
• Provide timely updates to users and follow‑up after resolution.
• Document troubleshooting steps, technical notes and support manuals.

Required profile

• Proven experience in L2 Desktop Support or End‑User Computing.
• Strong analytical and problem‑solving abilities.
• Excellent communication and customer‑service skills.
• Ability to work independently while coordinating with broader IT teams.
• Good documentation and knowledge‑sharing practices.

Required skills

• Windows operating system troubleshooting
• Hardware troubleshooting for laptops and desktops
• Device deployment, configuration and lifecycle management
• ServiceNow or similar ITSM platform experience