End User Support Specialist

The End User Support Specialist (L2) acts as the primary escalation point for the L1 support team and resolves advanced technical incidents related to user access rights, business applications, network connectivity, and end-user devices . This role ensures high-quality service delivery by owning escalated tickets, performing in-depth troubleshooting, and ensuring timely resolution in line with SLAs.

Key Responsibilities

• Act as a L2 escalation contact for all technical incidents unresolved by L1 (access, application, network, and device-related).
• Troubleshoot and resolve Active Directory / user account access issues, application errors, VPN / Wi-Fi / Network issues, and desktop / laptop hardware or OS incidents .
• Handle permissions, group access, mailbox rights, shared folder access , and related escalation requests.
• Support enterprise and business applications , including authentication, client configuration, and functional issue escalation.
• Perform advanced diagnostics for network-related user issues such as VPN drops, proxy restrictions, IP conflicts, and printer / network mapping failures.
• Ensure accurate ticket documentation, SLA compliance, and end-to-end case ownership .
• Communicate effectively with users and ensure clear resolution follow-up until closure.
• Contribute to knowledge base articles, standard troubleshooting flows, and escalation guidelines .

Technical Skillset