Onsite L2 Deskside Support Pro

Merkle Italia

New York (NY)

On-site

USD 51,000 - 70,000

Full time

3 days ago

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Benefits offered by this job

Medical, vision, and dental insurance

Life insurance

Disability insurance

401k

Flexible paid time off

15 paid holidays per year

Paid sick and safe leave

Paid parental leave

Job summary

Dentsu in New York is seeking an on-site EUS Technician to provide deskside and walk-up support across locations, serving as the L2 escalation point and ensuring high-visibility issues are resolved swiftly.

You will troubleshoot Windows and macOS devices, manage ITSM tickets in ServiceNow, and coordinate with Asset Management for device deployment and offboarding, while maintaining strong stakeholder communication.

Qualifications

Hands-on experience with Windows and macOS device support, imaging, and troubleshooting.
L2 support experience—diagnosing issues L1 could not resolve.
Able to triage VIP/executive tickets and deliver high-quality service.
Working knowledge of ServiceNow or comparable ITSM.
Proficiency with Microsoft 365 and endpoint tools including Intune and Entra ID.
Strong verbal communication and on-site presence across locations.

Responsibilities

Deskside support and deeper diagnostics for laptops, peripherals, and mobile devices.
Own the L2 queue SLA and ensure timely resolutions.
Onboard/offboard devices and coordinate with Asset Management.
Staff the Tech Bar and provide same-day hardware/software resolutions.
Support onsite/offsite events with AV and conferencing tech.
Monitor device health signals and escalate patterns to improve remediation.
Document resolution steps and maintain knowledge base entries.