L2 Support Technician

Job Title: L2 Technical support
Location: Belvidere, NJ
Duration: 12 Months

Role Overview
We are seeking a skilled L2 Support Engineer to provide advanced technical support across end-user systems, applications, and infrastructure components. The role involves troubleshooting complex issues, supporting enterprise tools, and ensuring seamless IT operations while collaborating with L1 and L3 teams. Key Responsibilities

• Provide second-level technical support for escalated incidents and service requests
• Troubleshoot issues related to Windows/Mac systems, Office 365, and enterprise applications
• Manage Active Directory (user accounts, permissions, group policies)
• Support email systems, collaboration tools (Teams, Zoom, WebEx)
• Perform root cause analysis and implement permanent fixes where applicable
• Monitor and respond to security alerts (Defender, antivirus, access anomalies)
• Assist in device configuration, software installations, and system upgrades
• Support VPN, network connectivity, and remote access issues
• Handle onboarding/offboarding activities including account setup and access provisioning
• Maintain documentation for known issues, troubleshooting steps, and SOPs
• Coordinate with vendors and third-party providers when required
• Ensure adherence to SLA, incident management, and change management processes

Required Skills & Experience

• Strong experience in Desktop / End User Support (L2 level)
• Hands-on knowledge of Active Directory, Office 365, Windows 10/11, Mac OS
• Experience with ITSM tools (ServiceNow, Jira, etc.)
• Understanding of network basics (DNS, DHCP, VPN, TCP/IP)
• Exposure to security tools (Microsoft Defender, antivirus solutions)
• Ability to troubleshoot hardware, software, and application issues
• Good understanding of incident, problem, and change management
• Strong communication and user-handling skills