Customer Service Engineer (L2)

Key Responsibilities:
Provide Level 2 desktop and end-user technical support
Deliver onsite (deskside) and remote support to end users
Troubleshoot and resolve hardware, software, and access-related issues
Support Windows desktops/laptops and perform break/fix repairs
Perform laptop provisioning, imaging, deployment, and configuration
Support onboarding activities and end-user setup
Manage and update tickets using ticketing systems
Maintain IT asset inventory and track device lifecycle activities
Coordinate with internal IT teams for escalations and issue resolution
Provide strong customer service and timely ticket resolution
Support day-to-day IT operations in an enterprise environment

Required Skills & Experience:
3 years of Desktop Support / IT Support experience
Strong Level 2 desktop troubleshooting experience
Hands-on experience with Windows OS support
Experience with Active Directory
Experience with SCCM and device imaging/deployment
Experience with Microsoft 365 / Outlook
Experience with ServiceNow or comparable ticketing systems
Basic Apple/Mac support experience preferred
Strong communication and customer service skills
Experience supporting enterprise/corporate environments