DESKTOP SUPPORT ENGINEERS L2 - SAUDI NATIONAL

The Desktop L2 Support Engineer provides advanced technical support for desktops, laptops, mobile devices, and peripherals. This role involves resolving escalated issues from Level 1 support, performing system upgrades, managing IT security protocols, and collaborating with other IT teams to ensure smooth technology operations.

KEY RESPONSIBILITIES:

• Advanced Troubleshooting:
  • Resolve complex hardware, software, and network issues escalated from L1 support.
  • Diagnose and fix problems related to operating systems, applications, and connectivity.
• System Management:
  • Install, configure, and upgrade operating systems and applications.
  • Manage desktop imaging solutions.
  • Support Active Directory, Group Policy, and Exchange configurations.
• Security & Compliance:
  • Assist in antivirus management, encryption, and patching.
  • Ensure compliance with IT security standards.
  • Collaboration & Escalation: Work closely with L1 support, system administrators, and network engineers.
  • Escalate unresolved issues to L3 teams and vendors when necessary.
• Documentation & Training:
  • Maintain detailed records of support activities and resolutions.
  • Create knowledge base articles and technical documentation.
  • Mentor and train L1 support staff.
• Project Participation:
  • Contribute to IT projects, system upgrades, and technology rollouts.
  • Support IT asset management and software license tracking.

QUALIFICATIONS:

• Education:
  • Associate or bachelor's degree in IT, Computer Science, or related field.
• Experience:
  • 2–4 years in desktop or IT support roles, with escalation experience.
• Technical Proficiency:
  • Windows and macOS environments.
  • Microsoft 365, Active Directory, DNS, DHCP, VPN.
  • Remote desktop tools and ticketing systems (e.g., ServiceNow, Jira).
  • Basic scripting (PowerShell, Bash) is a plus.
• Soft Skills:
  • Strong communication and analytical skills.
  • Ability to work independently and in cross-functional teams.
  • Customer-focused with a proactive approach.

Vertical 
Technology