End User Support Specialist L2

About the role

We are looking for an End User Support Specialist (Level 2) to provide comprehensive technical assistance for desktop and laptop environments. The role involves both remote and on‑site support, ensuring that end‑users experience minimal disruption and that devices remain secure and up‑to‑date.

Key responsibilities

• Provide end‑to‑end technical support for desktop and laptop systems, troubleshooting hardware, software, and connectivity issues.
• Handle IMAC activities (Install, Move, Add, Change) and break/fix tasks for end‑user devices.
• Manage the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor‑based hardware replacements.
• Use SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Administer approved software installations, updates, and security patching in line with IT policies.
• Deliver remote and deskside support using EUC tools and support applications such as MS Office, Outlook, and VPN clients.
• Ensure compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• Provide VIP support and act as the primary onsite contact during critical escalations or outages.
• Support printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
• Assist with Active Directory tasks, basic user account management, and smart‑hands support.

Required profile

• Familiarity with Windows operating systems and basic macOS support.
• Understanding of ITIL incident, problem and service request processes.
• Experience handling VIP support and critical escalations.

Required skills

• SCCM
• Microsoft Intune
• ServiceNow
• Microsoft Office suite (including Outlook)
• VPN client configuration
• Active Directory user account management
• Remote assistance and EUC tools
• Printer and scanner troubleshooting