Desktop Support Engineer (L2 support)

As a DevOps Engineer (L1/L2), you will be part of a global IT operations team, responsible for delivering and automating fast, friendly, and effective technical support to end-users across the Omnissa platforms. This role combines traditional helpdesk responsibilities with a strong focus on automation, process optimization, and knowledge management. The engineer acts as the first and second line of defense for all IT-related incidents and requests, while proactively identifying, building, and maintaining automation solutions to reduce repetitive L1 tasks, improve response times, and enhance the overall employee experience. Key Responsibilities: Provide L1 and L2 technical support via chat, ticketing system, email, and phone (callback only). Desk-side support and on-site IT infrastructure Support. Own end-to-end ticket lifecycle: logging, categorization, prioritization, troubleshooting, resolution, routing/escalation, and closure. Perform remote troubleshooting and resolution. Deliver w...