Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Position Purpose:
The IT Desktop Support Engineer (Level 2) provides advanced onsite and remote technical support to end users. The role is responsible for diagnosing and resolving hardware, software, operating system, network connectivity, Microsoft 365, and peripheral-related issues that require escalation beyond Level 1 support. The position ensures high service availability, adherence to Service Level Agreements (SLAs), and an excellent end-user experience through effective incident, request, and asset management.
Job Requirements:
End User Support
- Provide Level 2 technical support for desktops, laptops, docking stations, mobile devices, printers, scanners, and peripherals.
- Troubleshoot complex hardware and software issues escalated by Level 1 support teams.
- Support onsite and remote users through ticketing systems and remote assistance tools.
- Diagnose and resolve Microsoft Windows operating system issues.
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office applications.
Incident and Request Management
- Respond to incidents and service requests within defined SLA targets.
- Perform root cause analysis for recurring issues.
- Escalate unresolved issues to Infrastructure, Server, Network, Security, Telecom, or third-party vendors as required.
- Maintain accurate ticket documentation and resolution notes.
- Participate in major incident support activities.
Desktop Administration
- Install, configure, upgrade, and deploy operating systems and software applications.
- Build, image, and reimage corporate laptops and desktops.
- Perform patch management and software updates.
- Manage endpoint configurations using enterprise management tools.
- Support VPN, remote access, and secure connectivity solutions.
User Administration
- Manage Active Directory user accounts and group memberships.
- Perform password resets and account unlock requests.
- Administer user access following company security policies.
- Support onboarding, offboarding, and workstation provisioning activities.
Work-From-Home (WFH) and Remote User Support
- Provide Level 2 remote technical support to employees working from home, satellite offices, and remote locations.
- Troubleshoot and resolve hardware, software, network, VPN, and connectivity issues through remote support tools.
- Support Microsoft Teams, Zoom, Webex, and other collaboration platforms used for remote work.
- Diagnose issues related to home internet connectivity, VPN access, remote desktop connections, and cloud-based applications.
- Assist users with multi-factor authentication (MFA), Microsoft 365 access, password resets, and account recovery.
- Configure and support remote work devices, including laptops, mobile phones, headsets, webcams, and docking stations.
- Provide onboarding support for remote employees, including device deployment, user account setup, and application access.
- Coordinate equipment shipment, replacement, retrieval, and lifecycle management for remote employees.
- Support endpoint management solutions such as Microsoft Intune, Autopilot, and other device management platforms.
- Ensure remote devices comply with corporate security policies, encryption standards, endpoint protection requirements, and patch management schedules.
- Deliver virtual troubleshooting sessions and user guidance while maintaining customer service excellence.
- Collaborate with Network, Security, Infrastructure, and Telecom teams to resolve escalated remote access and connectivity issues.
Asset Management
- Track and maintain IT asset inventory.
- Manage deployment, replacement, retrieval, and disposal of IT equipment.
- Ensure asset records are updated in inventory management systems.
- Conduct periodic asset audits.
Infrastructure Support
- Perform basic troubleshooting of:
- LAN/WAN connectivity
- Wireless networks
- IP phones
- Network printers
- Meeting room technology
- Video conferencing solutions
- Coordinate with Network and Infrastructure teams for advanced issues.
Documentation and Continuous Improvement
- Create and maintain technical documentation and knowledge base articles.
- Develop standard operating procedures (SOPs).
- Recommend process improvements to enhance user experience and operational efficiency.
- Assist in technology refresh and migration projects.
Job Qualifications:
Level 2 Desktop Support
- Minimum 5-6 years of IT support experience.
- At least 3-5 years of experience handling Level 2 Desktop Support responsibilities.
- Experience supporting enterprise environments with 200+ users is preferred.
- Experience working in BPO, Shared Services, Financial Services, Healthcare, or Corporate IT environments is advantageous.
Senior Level 2
- 5-6 years of Desktop Support experience.
- Proven experience leading projects, mentoring junior technicians, and coordinating with Infrastructure teams.
Educational Background
- Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field. Equivalent work experience may be considered.
Soft Skills
- Strong customer service orientation.
- Excellent verbal and written English communication skills.
- Strong analytical and troubleshooting skills.
- Ability to work independently.
- Ability to manage multiple priorities effectively.
- Strong attention to detail.
- Excellent team collaboration skills.
- Documentation and reporting capabilities.
- Stakeholder management experience.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
