L2 IT Support Engineer (Contract)

Responsibilities

• Provide 1st and 2nd line desktop support to end users.
• Diagnose and resolve hardware, software, and network issues.
• Build, deploy, and support Windows laptops and desktops.
• Administer user accounts in Active Directory and Microsoft 365.
• Configure and support mobile devices (iPhone/iPad/Android).
• Manage incidents and service requests using ServiceNow or similar ITSM tools.
• Escalate complex issues to 3rd line support where required.
• Maintain IT asset records and documentation.
• Support meeting room AV equipment and printers.
• Deliver excellent customer service while meeting SLA targets.

Essential Skills

• 2+ years experience in an L2/Desktop Support role.
• Windows 10/11 administration.
• Microsoft 365 (Outlook, Teams, Office).
• Active Directory (users, groups, password resets).
• Basic networking (TCP/IP, DNS, DHCP).
• Laptop imaging and deployment.
• Experience with ticketing systems (ServiceNow, Jira, Remedy, etc.).
• Strong troubleshooting and communication skills.

Desirable

• Intune or Microsoft Endpoint Manager.
• Azure Active Directory
• Basic PowerShell.
• CompTIA A+, Network+, or Microsoft certifications.
• ITIL Foundation.