Job Description The Level 2 Technical Support Engineer is highly competent and capable in addressing and resolving complex technical issues that are escalated from Level 1 or Level 3 Support. This role involves diagnosing and troubleshooting advanced hardware and software problems, ensuring that end user compute devices, systems, and networks run smoothly. With a strong customer focus, you will work across both IT and business stakeholders, you will deliver high-quality customer service across users working from home, office and offshore. Ensuring the security of IT systems and networks, including implementing appropriate security measures, monitoring, and incident response Administrator and maintain software asset management, end-user experience monitoring, MS Intune, Microsoft desktop, Endpoint Manager, and other MDM MAM platforms Demonstrated personal qualities including experience training and mentoring of junior/helpdesk staff as part of IT talent development Provide expert technology support across the network and infrastructure services Identify, troubleshoot, and resolve incidents through to documenting findings and recommendations Maintain and continuously improve Intellihub EUC systems Participate in an after-hours support schedule for critical incident management Managing Active Directory, including user management, group policies, and access controls Take initiative and respond to time-sensitive situations Promote a safe and healthy work environment and contribute to continual improvement in quality and performance at Intellihub by complying with all relevant policies and procedures