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).