Advanced Technical Support Specialist

employees will rotate weekly between day and night shifts, not permanently assigned to night shift)

• Reports To : Assistant Manager – End User Support

Note : Should be top notch communication skills as resource will be working exclusively for C-Suite level support for quick resolutions.

Job Summary

The L2 System Administrator within the End User Computing team is responsible for advanced support and maintenance of desktop environments, user devices, and related infrastructure. This role focuses on resolving escalated technical issues, optimizing endpoint performance, and collaborating with L1 support and infrastructure teams to ensure a smooth user experience. The position also involves contributing to automation initiatives aimed at improving operational efficiency.

Key Responsibilities

• Deliver L2 support for desktops, laptops, mobile devices, peripherals, and client applications Teams, Zoom, Avaya, Citrix, VMware Horizon, etc.
• Diagnose and resolve complex hardware and software issues escalated from L1 support.
• Manage and deploy OS images and updates using tools like ManageEngine and WDS.
• Administer endpoint devices through Intune and ManageEngine Desktop Central.
• Maintain endpoint security including antivirus, encryption, and patch management.
• Collaborate with L1 support to enhance resolution efficiency and user satisfaction.
• Document technical procedures, configurations, and troubleshooting steps.
• Support onboarding / offboarding activities including device setup and access provisioning.
• Monitor and analyze the endpoint’s performance and suggest improvements.