Desktop Support Engineer L2 (157256-6525)

Job Description

As a Desktop Support Engineer L2, you will be responsible for providing advanced-level technical support to end-users within a diverse and dynamic work environment. This role requires a proactive and solution-focused approach to troubleshoot and resolve software, hardware, and networking issues. You will play a crucial part in ensuring smooth IT operations, enhancing user productivity, and minimizing downtime by addressing issues promptly and efficiently. By maintaining high standards of service delivery and adhering to IT best practices, you will support the overall IT infrastructure and collaborate with other IT professionals to uphold an optimal user experience. Your strong communication skills will aid in effectively managing helpdesk tickets and interpreting technical concepts to non-technical users. Additionally, staying updated with emerging technologies and participating in continuous improvement initiatives will further empower you to deliver exceptional support services.

Responsibilities

• Provide Level 2 support for user queries related to hardware issues.
• Analyze and resolve software application errors and operating system problems.
• Deploy, configure, and maintain desktop hardware and peripherals efficiently.
• Coordinate with vendor support for hardware warranty replacements and repairs.
• Manage and track helpdesk tickets to ensure timely issue resolution.
• Create, maintain, and update technical support documentation and guides.
• Assist in network troubleshooting and basic configuration tasks where needed.
• Mentor and guide junior desktop support staff in technical problem solving.
• Collaborate with IT teams to provide seamless user technology experience.
• Conduct regular maintenance and upgrades on IT equipment and systems.
• Ensure compliance with security practices and data protection protocols.
• Facilitate onboarding by setting up necessary IT equipment for new hires.

Requirements

• Bachelor's degree in Computer Science, IT, or related field preferred.
• Three or more years of experience in desktop support or IT helpdesk.
• Strong knowledge of Windows OS, MS Office Suite, and remote tools.
• Hands-on experience with troubleshooting desktop, laptop, and printer hardware.
• Basic understanding of network technologies, TCP/IP, and DNS/DHCP.
• Excellent communication skills with ability to explain technical topics clearly.
• Familiarity with ITIL framework and service management best practices beneficial.

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