We are seeking a skilled and customer-focused 2nd Line Support Engineer to join our team. You will act as an escalation point for the service desk, providing advanced troubleshooting, resolving complex technical issues, and ensuring smooth operation of IT systems and services. Your role: Responds to and resolves hardware and software service requests using Ticketing system for local and remote employees. Manage the resolution of all incidents /tickets, per respective SLA processes and guidelines. Handle escalations and potential issues from Service Desk Engineers. Support and troubleshoot incidents of simple to medium complexity to resolution for local and remote employees. Manage access accounts in Active Directory/Azure AD (users, groups, OUs). Manage Email distribution groups. Configure new computers as per Pickl Standard Operation Procedures Provide telephony support; MS Teams and mobile phone devices (iOS and Android), including softphone. Provide support for products and standard hardware, software, and peripherals. Provide wireless device support (WLAN) for laptops, mobile devices and tablets. Logging calls with vendors and arranging engineer site visits to repair damaged /faulty hardware. Hands-on experience with Windows 11/Mac OS environments, computer peripherals, printers, and scanners. Provide support for Outlook, VPN, MS Office, One Drive and other software solutions. Site visits required for basic troubleshooting and installation for new hardware i.e. new user builds/RAM installations Assistance with Project Work ad hoc Your experience: Minimum of 2 years of experience in a helpdesk or technical environment. BSc, BE, BCA in Computer Science, or relevant field. Demonstrated organization and time management skills. Excellent problem solving, analytical, verbal, and written communication skills in the everyday environment. Ability to assist remote users. Able to communicate highly technical information as necessary to both technical and non-technical personnel. Must be reliable, dependable, flexible, and able to multi-task with priority. Able to manage incidents and tasks within SLAs. A solid understanding of all major computer operating systems including MacOS and Windows 11. Previous experience with Active Directory/Azure AD will be beneficial. Demonstrated understanding of Microsoft Office products, Office 365 for Windows and MacOS. Experience with cloud-based backup solutions such as OneDrive. Very good understanding of AD, DNS, DHCP, and general networking protocols. Confident in supporting LAN and WLAN issues, across all devices, both in the office and remotely. Maintains excellent communication with clients