About the Role
The L2 Service Engineer handles escalated incidents and service requests that the L1 service desk cannot resolve. The role involves hands-on troubleshooting across endpoints, network, and Microsoft 365, and supports the security and operational standards set by IT leadership.
Key Responsibilities
Resolve escalated tickets within SLA, and escalate to L3 or vendors with explicit diagnostics where needed.
Troubleshoot Windows, macOS, and Linux endpoints, including OS, drivers, applications, and performance issues.
Provide M365 support: user and mailbox administration, Teams, SharePoint/OneDrive, licensing, MFA resets, and Intune enrollment and compliance.
Support Active Directory / Entra ID tasks such as
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