L2 Desktop Support Engineer

Job Details

  • Salary
  • Experience 2 Years Experience

L2 Desktop Support Engineer

  • Sri Lanka

Job Summary

We are seeking a skilled and customer-focused L2 Desktop Support Engineer to provide technical support and end-user computing services. The role involves troubleshooting hardware, software, and network-related issues while ensuring compliance with IT security standards and maintaining SLA commitments. The ideal candidate should possess strong technical expertise and the ability to work in a 24×7 support environment.

The selected candidate will report to the Team Lead – Technology Services (T2).

Key Responsibilities

Technical Support & Incident Management

  • Provide Level 2 technical support for desktops, laptops, scanners, and related peripherals.

  • Install, configure, and troubleshoot Windows 10/11 operating systems.

  • Diagnose and resolve issues related to operating systems, hardware, software, and accessories.

  • Manage incident and service request tickets through ITSM tools such as ServiceNow or BMC Remedy.

  • Ensure all incidents and service requests are resolved within defined SLAs.

  • Follow Sev 1 incident management protocols and escalation matrix procedures.

  • Perform remote troubleshooting using tools such as Dameware and LogMeIn.

  • Troubleshoot Citrix virtual workstations, printing issues, and network/internet connectivity problems.

  • Provide support for Active Directory-related tasks.

Operations & Compliance

  • Assist IT teams by acting as local “hands and eyes” for infrastructure and technical support issues.

  • Ensure compliance with IT security policies and standard operating procedures (SOPs).

  • Support audits and InfoSec requirements including Antivirus, Patch Management, Asset Management, Backup processes, and Datacenter Monitoring.

  • Handle OS deployment, antivirus updates, patch management, encryption, VDI, and Citrix-related tasks.

  • Maintain documentation such as hardware/software inventories, trackers, log records, and solution documentation.

Coordination & Communication

  • Coordinate with L3 teams, vendors, and internal stakeholders to resolve escalated issues.

  • Ensure customer satisfaction through clear communication and timely resolution.

  • Properly update and hand over tickets and reports between shifts.

  • Collaborate with peers, mentors, and Team Leads for continuous improvement.

Qualifications & Experience

  • Graduate degree or equivalent in Electronics, Computer Science, or related field.

  • MCP certification required.

  • MCSE and/or CCNA certification preferred.

  • 1.5 to 3 years of experience in End User Computing / Desktop Support.

  • Strong knowledge of Windows OS and basic networking concepts.

  • Familiarity with ITSM tools such as ServiceNow or BMC Remedy.

  • Experience in HAM & SAM (Hardware & Software Asset Management).

  • Exposure to Google Workspace, Office 365, Adobe Cloud products is an added advantage.

  • Exposure to Mac OS troubleshooting is a plus.

Key Competencies

  • Strong troubleshooting skills in PC hardware and software.

  • Customer service orientation.

  • Good verbal and written communication skills.

  • Adaptability and flexibility to work in rotational shifts (24×7 coverage).

  • Ability to manage tasks effectively during day, night, and weekend shifts (8–9 hours per shift).

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