Service Desk Engineer (Level 2)

Presidio, Where Teamwork and Innovation Shape the Future At Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses - and their internal customers - to achieve more through innovation, automation, and intelligent insights. The Role Presidio are seeking an Enterprise SD L2 DSS & Process Trainer for a permanent role. Working with our esteemed global clients across Financial, Pharma & Public sectors in a challenging and most rewarding role. You will own SD L2 DSS & Training service delivery roadmap strategy in (short/mid/long)-term. You will lead Product, Process, Tools Training across SD (L1, L2 DSS, VIP Support), ITSM (RM, IM, PM, KM, CM, Asset MGMT, Release, others), Service Integration and Management (SIAM), Vendor partner teams. This will be in line with Managed Service (MS) - Business Unit, client business requirements (Fit for Purpose & Fit for use) based on overall maturity of Training delivery landscape and enhancing the value across (People, Process, Tool & Infrastructure) aspects of portfolio. Responsibilities Include: As an Enterprise SD L2 Desk Side Support (DSS) & Process Trainer you are in a client facing role, responsible for SD (L1, L2 DSS) Training service delivery for Inflight transitions/projects & the steady state. The SD L2 Deskside Support & Process Trainer Roles & Responsibilities will include the following aspects, and this is not an exhaustive list. Technical Troubleshooting: Hardware Support: Diagnosing and resolving issues with desktops, laptops, docking stations, monitors, keyboards, mice, printers, and mobile devices. Software Support: Troubleshooting operating systems (Windows10/11), business applications (MS O365, VPN clients, 3rd party apps), and common software errors. Performance Issues: Identifying causes of slow systems, freezes, and crashes, and applying fixes or escalating as needed. Incident and Request Management: Handling incidents and service requests that are escalated from L1 Service Desk Logging all activity in the ITSM (IT Service Management) system Updating tickets with detailed notes and resolution steps. Ensuring SLAs are met for response and resolution times. User Account and Access Management: Creating, modifying, and disabling user accounts across Active Directory, email systems, and business applications. Assigning and troubleshooting permissions, group memberships, and access issues. Managing hardware assignments linked to user accounts (e.g. mobile phones, laptops). Software Installation and Patching: Installing, configuring, and updating standard and authorised software. Supporting patching processes where required, either manually or through remote tools. Validating software licences and ensuring compliance, where required. Hardware Deployment and Maintenance: Preparing new equipment (imaging, asset tagging, software installation). Performing moves, adds, and changes (MACs). Conducting break/fix repairs Maintaining stock/asset records and updating asset management systems. Network and Connectivity Support: Troubleshooting local connectivity issues (Wi-Fi, Ethernet, VPN). Assisting with network printer setups and troubleshooting. Working with Client operated Network or Infrastructure teams (L3) for resolution. Documentation and Reporting: Documenting known issues, fixes, and standard procedures. Updating knowledge base articles for L1 and L2 reference. User Support and Training: Providing desk-side or remote support to users on tools and best practices. Assisting with onboarding and offboarding processes. Providing user support or hyper care as required during technology rollouts or upgrades. Security and Compliance Support: Ensuring devices meet security baselines (antivirus, encryption, patching). Reporting security incidents to appropriate teams. Collaboration and Escalation: Escalate to Level 3 teams (network, infrastructure, systems, applications) for L2 out of scope issues. Participating in cross-functional IT projects (migrations, upgrades). Contributing feedback to improve service delivery processes. Asset Management: Captured in-scope asset information from endpoint sources such as Microsoft Intune or SCCM. Maintenance of an accurate asset register, either manual input or electronic means to ensure information is up to date, on an ongoing basis during the term of the contract. Asset register reflects any changes to Asset. Generate an asset report to meet the management requirements clients ICT Operations. Annual asset stock-take review with verification reporting, with associated remedial actions. Required Skills and Professional Experience: 5+ years of experience in overall ICT, IT SD L2 DSS (AND/OR) L2 Field Ops support Latest 2+ years of experience in SD L2 DSS/Field Ops Support. Hands on experience as SD (L2 & Desk Side Support), Field Ops support regionally & globally. Operating in client environment, under pressure, tight timelines and delivered business outcomes. Prior experience working in ServiceNow ITSM platform and solid understanding of ITSM, SIAM, IaaS, PaaS, Field Ops Support, ITSM application (ServiceNow) manged services portfolio. Knowledge of various IT Infrastructure hardware, software technologies, for example desktop, laptop, mobile phones technical support across, Network Issues (LAN, AP, Wi-Fi, VPN), Windows 10/11, Exchange Server (Active Directory, MS Exchange, O365), MS Intune (Endpoint management and security – MDM/MAM), Storage (SAN) & Backup (Veeam), Security (Antivirus, MS Defender, Sentinel). Virtualisation technologies (VMware, Citrix). Audio/Video communication & collaboration technologies (MS Teams, Zoom, Slack), Managed Print services, Etc. Good critical thinking, RCA, problem-solving, articulation, written English, skills including ability to think strategically & act tactically. Dealing with ambiguity, well organized, excellent prioritization, communication & interpersonal skills. Efficiently managing multiple conflicting tasks and priorities to ensure that internal, external stake holder expectations are met/exceeded. Good understanding of the industry in which customer operates, ICT Operations, various role types and personas, to provide tailored technological solutions. Hands on experience with O365, MS (Word, Excel PowerPoint, Visio, Projects, SharePoint, Teams). Ability to look at data and transform it into information with actionable insights via MS (Excel, BI), Tableau, ServiceNow (Power Analytics), Reporting & Analytics reports/dashboards/visuals. Ability to handle customer conflicts and find satisfactory resolutions with required partnership & collaboration across relevant teams. Your future at Presidio Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world. Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you'll be part of a team that is shaping the future. Ready to innovate? Let's redefine what's next-together. About Presidio Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success. At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, and enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information visit Applications will be accepted on a rolling basis. #LI-DC1