Deskside Support Technician L2

EXCIS COMPLIANCE LIMITED

What You Will Do:

• Deliver hands-on deskside and remote support by diagnosing and resolving L1/L2 issues across desktops, laptops, and workstations, including OS (Windows) failures, software installations/reinstallations, printer faults (N1/N2), and basic network/VOIP connectivity issues, ensuring all incidents are accurately logged, tracked, and resolved within SLA using ServiceNow.
• Execute IMAC and lifecycle management activities such as device provisioning, imaging/remastering of PCs according to client standards, hardware replacements, decommissioning, and backup/restore of user data and configurations, ensuring compliance with enterprise policies and minimizing disruption to business operations.
• Collaborate with cross-functional and offshore teams (N1/N2/N3 across network, security, server, and telecom domains) by escalating complex issues, supporting mobile/MDM (Intune) environments, and providing user guidance/training, while maintaining clear communication in French and English with stakeholders including VIP users.

What You Need:

• Proven 3+ years of deskside/IT support experience with strong exposure to enterprise environments supporting end users, including VIP support scenarios.
• Advanced hands-on skills in Windows OS troubleshooting, software deployment, hardware diagnostics/repair, and remote support tools (e.g., remote desktop, SCCM exposure is a plus).
• Practical knowledge of network fundamentals (IP, connectivity troubleshooting), VOIP systems, mobile device support (smartphones), and MDM tools such as Microsoft Intune.
• Experience working with ITSM/ticketing tools (ServiceNow preferred), with a clear understanding of incident prioritization, SLA management, and ITIL-based processes.
• Fluency in French and working proficiency in English, along with strong customer service skills, ability to work in shift rotations (3x8), and flexibility for inter-site travel with a valid driving license.