L2 End User Support Engineer

Job Details

  • Salary
  • Experience 3 Years Experience

L2 End User Support Engineer

  • Sri Lanka

Job Summary

We are seeking a proactive and technically skilled L2 End User Support Engineer to provide advanced end-user computing support in a 24×7 operational environment. The role involves troubleshooting hardware, software, and network-related issues, ensuring SLA compliance, supporting IT infrastructure activities, and maintaining high levels of customer satisfaction.

The selected candidate will report to the Team Lead – Technology Services (T2) and will act as the local “hands and eyes” for IT operations and infrastructure support.

Key Responsibilities

Technical Support & Incident Management

  • Provide Level 2 technical support for desktops, laptops, Mac systems, Avaya devices, printers, scanners, and related peripherals.

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

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

  • Manage incidents and service requests using ITSM tools such as ServiceNow.

  • Ensure all tickets are handled within defined SLAs, including adherence to Sev 1 incident management protocols.

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

  • Troubleshoot Citrix virtual workstations, VDI environments, printing issues, and Active Directory-related tasks.

  • Support OS deployment, antivirus management, patch management, encryption, vulnerability fixes, and backup & restoration activities.

  • Provide video conferencing support and troubleshooting.

  • Monitor alerts using tools such as Zabbix and Senaphone.

  • Support data center monitoring and operational activities.

  • Participate in IT-related project executions as required.

Operations, Compliance & Documentation

  • Ensure compliance with IT security standards and organizational SOPs.

  • Support audits and governance requirements, including Antivirus, Patch Management, Asset Management, Backup Processes, and Data Center monitoring.

  • Maintain accurate documentation including hardware & software inventories (HAM & SAM), trackers, logs, and knowledge base articles.

  • Document recurring issues and contribute to building solution guides and best practices.

Coordination & Communication

  • Coordinate with L3 teams, vendors, and internal stakeholders for issue resolution and escalations.

  • Maintain strong customer service orientation and ensure user satisfaction.

  • Properly update tickets and provide effective shift handovers.

  • Collaborate with peers, mentors, and team leads for continuous improvement and operational efficiency.

Qualifications & Experience

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

  • MCP certification required.

  • MCSE and/or CCNA certification preferred.

  • 2–4 years of experience in End User Computing / Desktop Support.

  • Strong knowledge of Windows and Mac platforms.

  • Good understanding of basic networking concepts.

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

  • Familiarity with Google Workspace, Office 365, and Adobe Cloud is an added advantage.

  • Exposure to Mac OS troubleshooting is desirable.

Key Competencies

  • Strong troubleshooting skills in PC hardware and software.

  • Familiarity with Active Directory and Citrix environments.

  • Good verbal and written communication skills.

  • Excellent customer service orientation.

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

  • Ability to work independently while maintaining SLA commitments.

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