Onsite Support Engineer Level 2

About the role

The Onsite IT Support Engineer is the local IT presence for a site, providing end-user technical support and maintaining IT hardware and software. The role manages incidents and service requests through ServiceNow, ensures compliance with agreed Service Level Agreements (SLAs), supports device refresh, user onboarding and offboarding, and provides remote hands and eyes support for infrastructure, server and network teams. It is a full-time onsite position reporting to the Regional LTS Lead, primarily based at customer sites in office and manufacturing environments with occasional travel to a nearby satellite office.

Key responsibilities

• Manage incidents, service requests and tasks through ServiceNow, keeping tickets accurate and resolving them within SLA targets.
• Provide onsite and remote support for desktops, laptops, printers, mobile devices and peripherals.
• Coordinate and run device refresh and replacement projects, and provision equipment, accounts and access for new starters.
• Carry out offboarding procedures such as account deactivation, equipment recovery and access removal.
• Support server, network and infrastructure teams remotely, and assist with hardware installation, cable patching, rack and stack work and power cycling.
• Coordinate with vendors and third-party support providers as needed.

Required profile

• Experience with ServiceNow or similar ITSM platforms.
• Knowledge of ITIL-based service management processes.
• Strong understanding of Microsoft Windows and experience supporting Microsoft 365 applications.
• Desktop and laptop hardware troubleshooting experience.
• Preferred: 2+ years of IT support in an enterprise environment, ITIL Foundation certification, Microsoft certifications, and experience in manufacturing or corporate settings.

Required skills

• ServiceNow or similar ITSM platform
• ITIL service management
• Microsoft Windows and Microsoft 365
• TCP/IP, VPN, Wi-Fi and LAN basics
• Active Directory and account administration