Experience It Desktop Support Engineer

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