Senior Support Engineer
About the role
This is a Level 2 technical support role providing hardware and software support across desktops, laptops, mobile devices, and peripherals. You will diagnose, troubleshoot, and resolve end-user technical incidents and service requests remotely or onsite, and support system upgrades, migrations, hardware rollouts, and software deployments.
Key responsibilities
Provide Level 2 technical support for hardware and software issues across desktops, laptops, mobile devices, and peripherals
Diagnose, troubleshoot, and resolve end-user technical incidents and service requests remotely or onsite
Deploy, configure, maintain, and troubleshoot desktops, laptops, mobile devices, printers, scanners, and other peripherals
Provide application support for Microsoft 365, VPN, collaboration tools, and other standard business applications
Perform device imaging, configuration, deployment, replacement, and hardware refresh activities
Ensure end-user devices comply with IT security and compliance standards, including antivirus, patching, encryption, and other security controls
Maintain accurate hardware and software asset inventory, including lifecycle and license tracking
Log, manage, and track incidents, service requests, and changes using ITSM tools such as ServiceNow following ITIL processes
Collaborate with network, infrastructure, security, application, and other IT teams to resolve complex issues and support IT projects
Support system upgrades, migrations, hardware rollouts, software deployments, and other infrastructure initiatives
About you
Strong experience in End-User Computing Desktop Support and IT Infrastructure Support
Good knowledge of Windows operating systems, Microsoft 365, VPN, and collaboration tools
Experience with hardware troubleshooting, device deployment, imaging, and configuration
Knowledge of ITSM ITIL processes and tools such as ServiceNow or JIRA
Understanding of endpoint security, patching, antivirus, encryption, and compliance requirements
Experience managing IT assets and hardware software lifecycle
Good troubleshooting and problem-solving skills
Ability to work independently in an onsite customer environment
Strong communication and stakeholder-management skills
Ability to collaborate effectively with local and global IT teams and external vendors