Desktop Support Engineer L2

Excis Compliance ltd • City of Rochester, NY

5d • Onsite

About The Position

Excis is a global IT support leader driven by innovation and collaboration. We're looking for a proactive RTO (Remote Technical Operations) Desktop Support Engineer to provide onsite and remote technical support, manage IT assets, and ensure a seamless end-user experience across our enterprise environment. Join us for a rewarding career in a supportive, family-like workplace where you'll have the opportunity to grow your technical expertise while making a real impact. Clients in 190+ Countries 6,000+ Engineers 200+ Enterprise Clients. We foster an open, collaborative, and growth-oriented culture where individual achievements contribute to team success. From solving complex technical challenges to supporting global enterprise users, we put our people first.

Requirements

• 6 months to 1 year of IT Service Desk or Desktop Support experience.
• Hands-on experience with Windows OS, Microsoft Office, productivity applications, and mobile computing.
• Knowledge of Active Directory, VPNs, remote connectivity, and IT asset management.
• Strong troubleshooting skills for hardware, software, and network issues.
• Fluent in both English and Greek (written and oral).
• Excellent communication skills, proactive attitude, and strong customer orientation.
• Ability to organize delivery schedules and manage multiple priorities.

Nice To Haves

• ITIL V3 or V4 Foundation certification is an asset.
• Bachelor’s degree in Information Technology, Computer Science, or a related field is an advantage.

Responsibilities

• Provide onsite and remote Level 1 and Level 2 technical support by diagnosing and resolving hardware, software, Microsoft Windows, Microsoft 365, and peripheral-related issues.
• Set up, configure, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and workplace technologies.
• Perform hardware repairs, peripheral installation, and connectivity troubleshooting (Ethernet/Wi-Fi).
• Install, configure, and update operating systems, applications, and security patches.
• Deliver in-person assistance for urgent incidents, including hardware replacements and system failures.
• Manage IT inventory, asset deployment, and mobility items (laptops, smartphones, tablets, projectors).
• Collaborate with cross-functional IT teams (network, applications, operations) to resolve complex issues.
• Escalate unresolved incidents to specialized teams with detailed documentation.
• Maintain accurate incident logging, knowledge base articles, and troubleshooting guides.
• Support office moves, equipment installations, and ITELCM activities (inventory tracking, installations, relocations).

Benefits

• Competitive compensation
• Opportunity to contribute to a global IT leader that values innovation and excellence.
• Supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level