Overview

International Technical Recruiter at Sharp BrainsDesktop Support Specialist L2 (10+ Years Experience)Role OverviewWe are seeking an experienced Level 2 Desktop Support Specialist with over 10 years of expertise in IT support and end-user computing environments. The ideal candidate will provide advanced technical support, incident resolution, and infrastructure troubleshooting across desktops, laptops, mobile devices, and collaboration tools. This role requires deep technical knowledge, leadership in problem-solving, and mentoring of junior support staff.Responsibilities

Provide second-level support for escalated incidents and service requests across Windows, macOS, and mobile platforms.Troubleshoot and resolve complex issues related to hardware, operating systems, applications, and network connectivity.Support and administer Microsoft 365, Exchange, Active Directory, SCCM, Intune, Citrix, and VPN solutions.Manage endpoint deployment, patching, and security compliance through SCCM/Intune.Ensure smooth operation of collaboration tools (Teams, Zoom, Outlook, SharePoint, OneDrive).Install, configure, and maintain desktop hardware, printers, and peripherals.Document solutions, create knowledge base articles, and contribute to ITIL-based processes (Incident, Problem, Change Management).Collaborate with infrastructure, networking, and security teams for cross-functional problem resolution.Mentor junior Service Desk and DSS L1 staff, providing training and guidance.Participate in IT projects, system upgrades, and migrations (Windows 10/11, O365, virtualization).Ensure compliance with corporate IT security and data protection policies.Required Skills and Expertise

10+ years of hands-on IT support experience, with strong expertise in L1 and L2 troubleshooting.Proficiency in Windows 10/11, macOS, iOS, and Android support.Advanced knowledge of Active Directory, Group Policies, SCCM, Intune, and Azure AD.Strong experience with Microsoft 365 administration (Exchange, Teams, OneDrive, SharePoint).Familiarity with Citrix, VMware Horizon, and VPN technologies.Experience with ticketing systems (ServiceNow, Remedy, Jira, or equivalent).Excellent troubleshooting, analytical, and customer service skills.Knowledge of ITIL processes and best practices.Ability to manage multiple priorities in fast-paced environments.Details

Seniority level: AssociateEmployment type: Full-timeJob function: Information TechnologyIndustries: Technology, Information and Media

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