Service Desk Technician L2

We are seeking a highly capable L2 Service Desk Technician to provide advanced technical support while guiding day-to-day service desk operations. This role serves as a key escalation point for complex issues and plays a critical role in improving service quality, mentoring team members, and driving operational excellence. 

 How You Will Make a Difference:

• Act as a primary escalation point for complex end-user issues, ensuring timely resolution or escalation 
• Troubleshoot across endpoints, applications, access, and collaboration tools in enterprise environments 
• Support and maintain core platforms such as ITSM tools, identity systems (e.g., Okta/Azure AD), MDM (Intune/Jamf), and productivity suites (M365/Google Workspace) 
• Perform root cause analysis and contribute to long-term problem resolution and service improvements 
• Identify trends and recurring issues, driving initiatives to improve stability and reduce ticket volume 
• Lead by example—mentor technicians, provide guidance, and reinforce best practices 
• Assist with queue management, prioritization, and SLA adherence to ensure consistent service delivery 
• Collaborate with L3 engineers and cross-functional teams to resolve complex or systemic issues 

What You Need to Succeed:

• 3–5+ years of IT support experience in a service desk or end-user support environment 
• Strong troubleshooting skills across Windows/macOS, applications, and user access issues 
• Experience with enterprise tools such as: 
• Identity platforms (Okta, Azure AD) 
• Endpoint management (Intune, Jamf) 
• Collaboration tools (Microsoft 365, Google Workspace) 
• ITSM platforms (ServiceNow or similar) 
• Proven ability to handle escalations and guide junior team members 
• Strong communication skills and a customer-first mindset 
• Ability to prioritize, manage workload, and operate in a fast-paced environment 

It Would Be Nice if You Have:

• Basic scripting or automation experience (PowerShell, Bash) 
• Experience contributing to process improvements or documentation 
• IT certifications (e.g., CompTIA, Microsoft, ITIL) 

#LI-LC1