Job Description

Job Title: Deskside Support Engineer (L2)

Role Summary
The Deskside Support Engineer provides hands-on, customer-facing technical support to
enterprise end-users. This role covers hardware and software troubleshooting, device lifecycle
management, OS imaging, application deployments, access provisioning, and network
connectivity support. The engineer works closely with Service Desk, Infrastructure, Security,
and Workplace teams to ensure stable, secure, and performant end-user computing
environments.

Key Responsibilities

  • Triage, diagnose, and resolve L1/L2 incidents for Windows endpoints, mobile devices,
    and peripherals.
  • Fulfill service requests such as new hire setups, software installations, shared drive
    access, printer mappings, and VPN provisioning.
  • Own tickets from creation to closure, ensuring accurate categorization, prioritization,
    and documentation in the ITSM system (e.g., ServiceNow).
  • Sup...

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