Desktop Support Engineer L2 22D25

As a Desktop Support Engineer L2, you will play a critical part in managing and maintaining the IT infrastructure of our organization. Your expertise will be vital in offering advanced support to resolve technical issues and ensure the smooth operation of all desktop devices and systems. This role demands a professional who is proactive, detail-oriented, and possesses strong problem-solving abilities. You will be the point of escalation for complex issues and work closely with IT teams to enhance service delivery. If you are motivated by a fast-paced environment and passionate about technological solutions, this position will be a perfect fit for you.

Responsibilities

• Provide advanced desktop support to resolve complex technical issues promptly and efficiently.
• Monitor and maintain desktop infrastructure to ensure optimal performance and uptime.
• Collaborate with IT teams to implement software updates and patches across all devices.
• Escalate unresolved issues to higher-level support or management as necessary for resolution.
• Document technical procedures and update knowledge base to streamline support processes.
• Assist in the deployment of new hardware and software to end-users as required.
• Analyze performance metrics to identify trends and areas for improvement in IT services.
• Ensure compliance with company policies and standards for IT security and data protection.
• Manage user accounts, permissions, and access rights in various IT systems.
• Provide guidance and support for desktop operating system migrations and deployments.
• Train junior support staff and provide technical guidance as needed by the team.
• Contribute to IT projects by offering expertise and support where necessary.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of three years’ experience in desktop support or a similar role.
• Proficiency in managing Windows and MacOS operating systems is essential.
• Strong troubleshooting skills and ability to resolve hardware/software issues.
• Excellent communication skills to effectively interact with technical and non-technical users.
• Understanding of IT security protocols, antivirus solutions, and data protection methods.
• Experience with Active Directory, network configurations, and printer setups.