Level 2 Service Desk Technician

About the role

The Level 2 Service Desk Technician supports the digital workforce across North American operations, delivering advanced technical assistance for employees in offices, plants, terminals, and field locations. The role focuses on resolving complex incidents, supporting critical business applications, and ensuring a high‑quality IT experience.

Key responsibilities

• Diagnose and resolve advanced issues with Windows 11, Microsoft 365, network connectivity, and hardware.
• Provide remote and on‑site support to corporate offices, business units, and plant facilities.
• Manage incidents, requests, and problems in ServiceNow, maintaining accurate ticket documentation.
• Perform user provisioning, access changes, off‑boarding, and device imaging.
• Configure and maintain Intune, SCCM, and other enterprise device‑management tools.
• Collaborate with infrastructure, network, cybersecurity, and global IT teams to resolve multidisciplinary problems.
• Create and update knowledge‑base articles, SOPs, and troubleshooting documentation.

Required profile

• 2–4 years of IT support or service‑desk experience in an enterprise environment.
• Strong proficiency with Windows 11, Microsoft 365, and Active Directory.
• Experience using ServiceNow or a comparable ITSM platform.
• Understanding of core networking concepts such as TCP/IP, DNS, DHCP, and VPN.
• Proven ability to troubleshoot advanced hardware and software issues.
• Excellent communication, customer‑service, and problem‑solving skills.

Required skills

• Windows 11
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Active Directory / Azure AD
• ServiceNow
• TCP/IP, DNS, DHCP, VPN
• LAN, WAN, Wi‑Fi
• Intune, SCCM
• Hardware troubleshooting (laptops, desktops, mobile devices, printers)
• Device imaging and provisioning