2nd Line IT Support Engineer (Certified)
About the Role
We are seeking a skilled and customer-focused 2nd Line IT Support Engineer to provide advanced technical support across desktop, infrastructure, and network environments. This role focuses on resolving escalated issues from first-line support, maintaining system performance, and ensuring high levels of service delivery. The ideal candidate brings strong troubleshooting expertise, technical knowledge, and a proactive approach to support operations.
Key Responsibilities
- Provide second-line technical support for hardware, software, network, and system-related issues
- Troubleshoot and resolve escalated incidents within agreed SLAs
- Support and maintain desktops, laptops, printers, and mobile devices
- Manage user accounts, permissions, and group policies using Active Directory
- Support Microsoft 365 services and enterprise applications
- Perform system upgrades, patching, and routine maintenance activities
- Assist with network troubleshooting (DNS, DHCP, VPN, TCP/IP)
- Document incidents, resolutions, and technical procedures
- Collaborate with infrastructure and third-line support teams when required
Required Qualifications
- Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field
- Minimum 2–4+ years of experience in IT support or service desk environments
- Strong knowledge of Windows operating systems and end-user computing environments
- Experience with ticketing systems and IT service management processes
- Good understanding of networking fundamentals and troubleshooting
- Excellent analytical, problem-solving, and communication skills
- Mandatory Certification (at least one):
- CompTIA A+
- CompTIA Network+
- Microsoft Certified: Modern Desktop Administrator Associate
- ITIL Foundation
Preferred Qualifications
- Familiarity with endpoint management tools such as Microsoft Intune or SCCM
- Exposure to cloud environments such as Microsoft Azure
- Experience in enterprise or managed service environments
- Basic scripting knowledge (PowerShell or similar)
- Understanding of cybersecurity and endpoint protection tools
Skills
- Technical Troubleshooting & Incident Resolution
- Desktop & End User Support
- Microsoft 365 & Active Directory Administration
- Networking Fundamentals
- Communication & Customer Service
What We Offer
- Competitive, market-aligned compensation
- Opportunity to work in enterprise IT environments
- Career growth and certification support
- Exposure to modern infrastructure and cloud technologies
- Collaborative and service-focused work culture
Equal Opportunity Statement
We are an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration without regard to race, religion, gender, age, disability, or any other protected status.