Level 2 Desktop Support Technician

Cognizant; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

Cognizant in London is seeking a Level 2 Desktop Support Technician to provide technical support for hardware, software, and network issues escalated from Level 1.

You will diagnose complex incidents, manage IT assets, and ensure timely resolution in line with SLAs, combining strong troubleshooting with excellent customer service.

Qualifications

• Experience in a desktop support or IT service desk role.
• Experience handling Level 2 escalations and complex troubleshooting.
• Experience with ITSM ticketing systems and SLA-driven environments.
• Experience supporting a Windows and/or macOS enterprise environment.

Responsibilities

• Serve as the escalation point for Level 1 support, handling tickets that require deeper technical investigation.
• Diagnose and resolve hardware issues including desktops, laptops, printers, monitors, docking stations, and peripherals.
• Troubleshoot software issues including operating systems (Windows/macOS), productivity suites (Microsoft 365, Google Workspace), and business-critical applications.
• Resolve network connectivity issues at the endpoint level (Wi‑Fi, VPN, LAN, DNS/IP conflicts).
• Perform root cause analysis for recurring incidents and document findings.
• Prioritize and manage incident tickets based on severity, impact, and SLA requirements.
• Escalate unresolved or highly complex issues to Level 3 support or specialized teams (network, server, security).

Skills

Desktop support

Escalation handling

ITSM ticketing

Windows & macOS

Azure AD / Entra ID

Remote support tools

SCCM / Intune / JAMF

Tools

SCCM

Intune

JAMF

Remote Desktop

Job description

Excellent Opportunity for a Level 2 Desktop Support Technician who provides technical support for hardware, software, and network-related issues escalated from Level 1 support. This role is responsible for diagnosing and resolving complex incidents, fulfilling service requests, managing IT assets, and ensuring timely resolution of technical problems in accordance with defined Service Level Agreements (SLAs). The ideal candidate combines strong troubleshooting skills with excellent customer service and the ability to work independently on moderately complex technical issues.

Key Responsibilities

• Serve as the escalation point for Level 1 support, handling tickets that require deeper technical investigation
• Diagnose and resolve hardware issues including desktops, laptops, printers, monitors, docking stations, and peripherals
• Troubleshoot software issues including operating systems (Windows/macOS), productivity suites (Microsoft 365, Google Workspace), and business-critical applications
• Resolve network connectivity issues at the endpoint level (Wi‑Fi, VPN, LAN, DNS/IP conflicts)
• Perform root cause analysis for recurring incidents and document findings
• Prioritize and manage incident tickets based on severity, impact, and SLA requirements
• Escalate unresolved or highly complex issues to Level 3 support or specialized teams (network, server, security)

Service Request Management

• Process and fulfill service requests such as new hardware provisioning, software installations, account setup, and access changes
• Manage the full lifecycle of IT assets — imaging, deployment, configuration, and decommissioning of desktops and laptops
• Coordinate hardware/software procurement requests with vendors or internal procurement teams
• Perform user onboarding/offboarding tasks including equipment setup, account provisioning, and access de‑provisioning
• Maintain and update the IT asset inventory and Configuration Management Database (CMDB)

Troubleshooting & Technical Support

• Perform advanced diagnostics using tools such as Event Viewer, Task Manager, Command Prompt/PowerShell, Terminal, and remote monitoring tools
• Troubleshoot Active Directory account issues (password resets, lockouts, group policy conflicts)
• Support imaging and deployment tools (SCCM, Intune, JAMF, or equivalent MDM platforms)
• Diagnose and resolve printer, scanner, and peripheral connectivity issues
• Support mobile device management (MDM) for company‑issued smartphones and tablets
• Perform OS reinstalls, driver updates, and firmware upgrades as needed
• Troubleshoot email client issues (Outlook, Exchange, Gmail) including profile corruption and sync errors

Documentation & Reporting

• Document all incident resolutions, workarounds, and knowledge base articles for future reference
• Maintain accurate records in the ITSM ticketing system (ServiceNow, Jira Service Management, Freshservice, or similar)
• Contribute to and maintain internal knowledge base and standard operating procedures (SOPs)
• Provide regular status reports and trend analysis on recurring issues to management

Customer Service & Communication

• Deliver professional, courteous, and timely support to end users via phone, email, chat, and in‑person
• Communicate technical information clearly to non‑technical users
• Manage user expectations regarding timelines and resolution steps
• Follow up on open tickets to ensure customer satisfaction and closure

Compliance & Security

• Ensure all support activities comply with company IT security policies and data privacy regulations
• Apply security patches, antivirus updates, and endpoint protection configurations
• Identify and report potential security incidents (phishing, malware, unauthorized access)
• Support compliance audits by providing accurate asset and access documentation

Experience

• Good experience in a desktop support or IT service desk role
• Demonstrated experience handling Level 2 escalations and complex troubleshooting
• Experience with ITSM ticketing systems and SLA‑driven environments
• Experience supporting a Windows and/or macOS enterprise environment

Technical Skills

• Strong knowledge of Windows 10/11 and/or macOS operating systems
• Proficiency with Microsoft 365 / Google Workspace administration
• Hands‑on experience with Active Directory, Group Policy, and Azure AD/Entra ID
• Familiarity with remote support tools (TeamViewer, AnyDesk, Remote Desktop)
• Experience with endpoint management/imaging tools (SCCM, Intune, JAMF)
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Familiarity with antivirus/endpoint protection platforms
• Basic scripting knowledge (PowerShell, Bash) a plus

Soft Skills

• Excellent verbal and written communication skills
• Strong analytical and problem‑solving abilities
• Ability to manage multiple priorities in a fast‑paced environment
• Customer‑focused mindset with a professional demeanor
• Strong attention to detail and documentation habits
• Ability to work both independently and collaboratively within a team