About the Role

This Level 2 (L2) Deskside Support Technician provides on‑site and remote technical support for end‑user hardware, software, and connectivity issues that require hands‑on troubleshooting beyond the Service Desk (Level 1). The role resolves escalated incidents and service requests, completes device deployments and lifecycle activities, and partners with Infrastructure and Security teams to restore service quickly while maintaining a high‑quality customer experience.

Key Responsibilities

• Resolve escalated incidents and requests from Service Desk (L1) within defined SLAs; document troubleshooting steps and outcomes.
• Provide deskside and remote support for Windows/macOS laptops/desktops, printers, mobile devices, peripherals, and meeting‑room/AV equipment (as applicable).
• Diagnose and remediate hardware, OS, and application issues (performance, boot errors, drivers, profile issues, malware indicators, etc.).
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