L1-L2 Service Desk Engineer

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Deliver L1–L2 technical assistance to end users in a corporate setting;

• Oversee and monitor the office IT infrastructure, which includes computers, laptops, and peripheral devices;

• Install, configure, and provide support for Windows and MacOS operating systems;

• Diagnose and resolve hardware, software, networking, and system-related challenges;

• Conduct routine system maintenance, updates, patching, and preventive support tasks;

• Manage support tickets, engage with users, and ensure prompt resolution of issues in line with SLA requirements;

• Facilitate endpoint security protocols, encompassing antivirus, encryption, and patch management;

• Aid in the procurement, setup, and replacement of IT hardware;

• Execute fundamental system administration duties and support infrastructure services such as Active Directory, SCCM, and VPN;

• Refer complex problems to senior support teams when necessary;

• Work collaboratively with internal IT teams to guarantee seamless and stable IT operations.

⛳️ Requirements

• 1–3 years of experience in IT Support / Service Desk / Desktop Support roles;

• Experience integrating both L1 and L2 support functions;

• Demonstrated experience in supporting end-user devices within enterprise settings;

• In-depth knowledge of Windows 10/11 administration;

• Extensive experience with MacOS support (knowledge of Linux is an advantage);

• Familiarity with endpoint security concepts, including patch management, antivirus, and encryption;

• Basic experience with infrastructure systems such as Active Directory, SCCM, and VPN;

• Experience utilizing ticketing or task management systems;

• Upper-Intermediate (B2) or higher proficiency, must be fully fluent in both written and spoken English.

🏝️ Benefits

• Provide L1–L2 technical support for end users in a corporate environment;

• Maintain and monitor office IT infrastructure, including computers, laptops, and peripheral devices;

• Install, configure, and support Windows and MacOS operating systems;

• Troubleshoot and resolve hardware, software, networking, and system-related issues;

• Perform regular system maintenance, updates, patching, and preventive support activities;

• Handle support tickets, communicate with users, and ensure timely issue resolution according to SLA requirements;

• Support endpoint security processes, including antivirus, encryption, and patch management;

• Assist with procurement, setup, and replacement of IT equipment;

• Perform basic system administration tasks and support infrastructure services such as Active Directory, SCCM, and VPN;

• Escalate complex issues to senior support teams when necessary;

• Collaborate with internal IT teams to ensure smooth and stable IT operations.