Service Desk L2 Engineer

Role Summary The Service Desk L2 Engineer will act as the first point of contact for end users, providing technical support through phone, email, chat, and the ITSM tool. The role involves logging, categorizing, troubleshooting, and resolving first-level IT issues while ensuring adherence to SLA commitments and delivering an excellent customer experience.

Key Responsibilities

- Provide first-level technical support through phone, email, chat, and the ITSM platform.
- Log, categorize, prioritize, and resolve incidents and service requests within agreed SLAs.
- Troubleshoot issues related to Windows OS, Microsoft Office 365, Outlook, VPN, printers, and basic hardware/software.
- Perform password resets, account unlocks, and Active Directory user administration.




- Provide remote support using approved remote assistance tools.
- Escalate unresolved incidents to support teams with complete troubleshooting details.
- Maintain accurate ticket documentation and communicate updates to end users.
- Adhere to ITIL processes and contribute to knowledge base documentation.
- Educational Qualification
- Bachelor's degree in a related discipline.

Preferred Certifications

- ITIL Foundation

Language Requirement (Mandatory)

- Spanish: Fluent (spoken and written)
- English: Working knowledge (spoken and written)

📌 Service DeskEngineer (Lima)
🏢 HCLTech
📍 Lima