L2 Desktop Support Engineer – Tbilisi

About the role

We are looking for an experienced L2 Desktop Support Engineer to deliver day‑to‑day IT support for end users in Tbilisi. You will ensure laptops, desktops, tablets and mobile devices operate smoothly and that incidents are resolved within SLA targets.

Key responsibilities

• Provide L2 support for laptops, desktops, tablets, mobile devices and related equipment.
• Diagnose, troubleshoot and resolve hardware, software and Windows OS issues.
• Manage incidents, service requests and tasks through ServiceNow.
• Build, configure, deploy and maintain end‑user devices throughout their lifecycle.
• Maintain accurate IT asset inventory and stock levels.
• Support onboarding and off‑boarding processes, including device provisioning and collection.
• Collaborate with the wider IT team and Site Lead to support 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 / End‑User Computing.
• Strong analytical, troubleshooting and problem‑solving abilities.
• Excellent communication and customer‑service skills.
• Ability to work independently while coordinating with broader IT teams.
• Strong documentation and knowledge‑sharing capabilities.

Required skills

• Windows operating systems
• Hardware troubleshooting for laptops, desktops, tablets and mobile devices
• ServiceNow or a similar ITSM platform
• Device deployment, configuration and lifecycle management
• IT asset inventory management