L2 Desktop & Endpoint Support Engineer

SISL Global; Corona (CA); On-site; USD 65,000 - 95,000; Full time

Job summary

SISL Global is seeking an IT Support professional to handle L2 incidents, fulfill service requests, and perform root cause analyses in a fast-paced environment. You will document resolutions in ITSM tools and provide advanced support for Windows, macOS, and Office 365 across multi-device workstations.

The role includes endpoint management, software deployment with SCCM/MECM and Intune, Active Directory administration, and cross-team collaboration to ensure SLA compliance.

Qualifications

• L2 escalation experience handling incidents and requests within SLA timelines.
• Advanced troubleshooting for Windows 10/11, macOS, and Office 365 apps.
• Experience with Active Directory user administration and permissions.
• Experience with software deployment and patching using deployment tools.
• Knowledge of ITSM tooling: ServiceNow, Remedy for incident and documentation workflows.

Responsibilities

• Handle L2 escalations from Service Desk and resolve within SLA timelines.
• Manage service requests including software installs, access requests, and hardware provisioning.
• Perform root cause analysis for recurring or complex issues.
• Document troubleshooting steps in ITSM tools (ServiceNow, Remedy).
• Provide advanced end-user support for Windows/macOS and Office 365.
• Support endpoint management and software deployment using SCCM/MECM and Intune.

Skills

L2 escalation

Service requests

Root cause analysis

ITSM documentation

End-user support

Windows troubleshooting

macOS support

MS Office 365

Active Directory

Software deployment

SCCM MECM

Intune

VDI support

Hardware support

Networking basics

VPN support

DNS troubleshooting

Shift handovers

Knowledge base

Tools

ServiceNow

Remedy

SCCM/MECM

Intune

VDI

Job description

SISL Global is seeking an IT Support professional to handle L2 incidents, fulfill service requests, and perform root cause analyses in a fast-paced environment. You will document resolutions in ITSM tools and provide advanced support for Windows, macOS, and Office 365 across multi-device workstations.

The role includes endpoint management, software deployment with SCCM/MECM and Intune, Active Directory administration, and cross-team collaboration to ensure SLA compliance.