Second-Level Support Specialist – Technology Service Desk

About the role

The L2 Support Analyst provides advanced technical assistance for business applications, end‑user computing, infrastructure and related technology services. Acting as the primary escalation point from Level‑1 support, the role ensures incidents and service requests are investigated, resolved or coordinated with internal teams and vendors while meeting agreed service levels.

Key responsibilities

• Serve as the main escalation point for incidents and service requests not resolved by Level‑1 support.
• Investigate, troubleshoot and resolve complex technical issues within defined service‑level agreements.
• Coordinate with vendors and specialist internal teams to restore services and maintain documentation of resolutions.
• Provide operational support for applications and cloud services, including access management, user administration and configuration changes.
• Support desktops, laptops, mobile devices and collaboration tools, handling endpoint compliance, device management and performance issues.
• Manage identity and access processes, including provisioning, de‑provisioning, Single Sign‑On and privileged access.
• Maintain accurate asset records, support lifecycle management and assist with inventory audits and compliance activities.
• Identify recurring incidents, contribute to root‑cause analysis and recommend service‑improvement or automation opportunities.

Required profile

• Proven experience in a second‑level or L2 support environment.
• Strong analytical and problem‑solving abilities with a focus on customer service.
• Ability to work collaboratively with internal teams, vendors and stakeholders.
• Understanding of IT service‑management processes and documentation standards.

Required skills

• Incident Management
• Application Support
• Endpoint Support
• Identity & Access Management
• Asset & Configuration Management