L2 Technical Support Engineer (End-User & Infrastructure Support) L2TSE 26-04731

Job Title: L2 Technical Support Engineer (End-User & Infrastructure Support)

Location: Belvidere NJ
Duration: 12-Month Contract

Job Summary

We are seeking a skilled L2 Technical Support Engineer to provide advanced support for end-user systems enterprise applications and IT infrastructure. This role involves troubleshooting complex technical issues ensuring smooth IT operations and collaborating with cross-functional support teams.

Key Responsibilities

• Provide second-level support for escalated incidents and service requests
• Troubleshoot issues related to Windows and Mac systems Office 365 and enterprise applications
• Manage Active Directory (user accounts permissions group policies)
• Support email systems and collaboration tools (Teams Zoom WebEx)
• Perform root cause analysis and implement long-term solutions
• Monitor and respond to security alerts (e.g. Defender antivirus tools)
• Assist with device configuration software installations and system upgrades
• Troubleshoot VPN network connectivity and remote access issues
• Handle onboarding and offboarding processes (account setup access provisioning)
• Maintain documentation for known issues SOPs and troubleshooting guides
• Coordinate with vendors and third-party service providers as needed
• Ensure adherence to SLAs and ITIL processes (incident problem and change management)

Required Qualifications

• Strong experience in Desktop / End-User Support at L2 level
• Hands-on experience with Active Directory and Office 365
• Proficiency in Windows 10/11 and Mac OS environments
• Experience with ITSM tools such as ServiceNow Jira or similar
• Understanding of networking fundamentals (DNS DHCP VPN TCP/IP)
• Exposure to security tools such as Microsoft Defender and antivirus solutions
• Ability to troubleshoot hardware software and application-related issues
• Good understanding of ITIL processes (incident problem change management)
• Strong communication and user support skills

Work Environment

• Enterprise IT support environment
• Collaborative team structure (L1 L2 L3 support model)
• User-focused fast-paced operational setting

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