L1-L2 Service Desk Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver L1–L2 technical assistance to end users within 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 issues related to hardware, software, networking, and system operations;

• Conduct regular 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 measures, such as antivirus, encryption, and patch management;

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

• Execute basic system administration duties and assist with infrastructure services like Active Directory, SCCM, and VPN;

• Refer complex issues to senior support teams when required;

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

⛳️ Requirements

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

• Experience encompassing both L1 and L2 support functions;

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

• Strong expertise in Windows 10/11 administration;

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

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

• Basic knowledge of infrastructure systems such as Active Directory, SCCM, and VPN;

• Experience utilizing ticketing or task management systems;

• Upper-Intermediate (B2) level or higher; must be completely fluent in both written and spoken English.

🏝️ Benefits

• Focus on Health & Wellness

• Comprehensive Global Medical Coverage

• Opportunities for Professional Growth

• Benefits Programs (reimbursement for gym, dental, psychological services, etc.)

• Performance-Driven Rewards

• Vibrant Work Environment