L2 Support Engineer

About the role

Position Summary The L2 Support Engineer serves as the primary onsite IT support resource for end users, providing technical assistance, incident resolution, service request fulfillment, account administration, device lifecycle management, and conference room technology support. This role is responsible for delivering excellent customer service while maintaining service levels, supporting daily IT operations, and ensuring a dependable technology experience across the organization. The engineer will work within enterprise support platforms, collaboration tools, and identity management environments, acting as the local IT representative for employees and business stakeholders.

Responsibilities

• End User Support Provide onsite technical support for desktops, laptops, mobile devices, peripherals, printers, and related technologies.Diagnose, troubleshoot, and resolve hardware, software, network connectivity, and user access issues.Manage incidents and service requests through enterprise support platforms, ensuring accurate documentation and timely resolution.Deliver first-contact resolution whenever possible and escalate issues as needed.
• Account Administration Administer user accounts and access within enterprise identity and access management systems.Provision, modify, and revoke user access based on approved requests.Perform user attribute updates, organizational changes, and access management activities.Support legal hold requests and controlled access provisioning processes.
• Onboarding & Offboarding Coordinate technology onboarding activities for new employees.Create user accounts, assign equipment, provision access, and validate system readiness.Manage employee offboarding processes including account deactivation, access removal, and asset recovery.Collaborate with HR and management to ensure smooth employee transitions.
• Asset & Inventory Management Maintain accurate inventory records and configuration data within configuration management databases.Manage the full asset lifecycle, including installations, moves, adds, changes, and disposals.Track equipment assignments and maintain local stock of standard IT equipment.Support hardware refresh and deployment projects.
• Collaboration & Productivity Platforms Support enterprise collaboration tools such as email, messaging, and document management platforms.Fulfill software license requests and assist users with productivity applications.Troubleshoot application and access-related issues across supported platforms.
• Conference Room & Audio-Visual Support Support meeting spaces, conference technologies, and collaboration equipment.Troubleshoot audio, video, and connectivity issues during meetings and events.Perform routine health checks and preventive maintenance on conference room technology.Provide premium support for executive and mission-critical meetings.
• Operational Support Assist with peripheral device deployments, maintenance, and troubleshooting.Perform light infrastructure and physical IT support activities, including cabling, equipment deployment, closet organization, and technology relocations.Maintain technical knowledge articles, procedures, and documentation.Participate in root cause analysis and corrective efforts when necessary.

Requirements

• 3+ years of experience in Desktop Support, End User Computing, Help Desk, or IT Support roles.
• Experience supporting Microsoft Windows desktop environments.
• Working knowledge of enterprise collaboration and productivity platforms.
• Experience with user account and identity management.
• Experience using enterprise support and service management platforms.
• Strong troubleshooting skills across hardware, software, networking, and mobile technologies.
• Experience with asset management and endpoint lifecycle processes.
• Ability to provide professional, customer-focused onsite support.
• Excellent verbal and written communication skills.

Qualifications

• Experience with device management tools.
• Experience supporting regulated or multi-site environments.
• Familiarity with conference room and audiovisual technologies.
• Knowledge of structured enterprise support and service management practices.
• Experience maintaining configuration and operational documentation.