Desktop Support Engineer L2 25O25

The Desktop Support Engineer L2 role is a crucial position within the IT department, responsible for providing advanced technical support and expertise to end-users and ensuring that their computing needs are met efficiently. This position involves troubleshooting complex hardware and software issues, maintaining smooth operations of desktop systems, and implementing solutions to enhance user productivity. The candidate will work closely with IT teams to deploy upgrades, maintain security protocols, and provide exceptional service to ensure minimal downtime and improved user satisfaction. An L2 Desktop Support Engineer must demonstrate strong problem-solving skills, excellent communication abilities, and have a thorough understanding of current IT technologies and trends.

Responsibilities

• Provide comprehensive L2 support for hardware, software, and network issues.
• Diagnose and resolve complex technical issues in a timely manner.
• Coordinate with L1 team members to ensure escalated issues are addressed efficiently.
• Ensure that all technical documentation is updated and accurate for future reference.
• Assist in the deployment and configuration of operating systems and applications.
• Manage and maintain system security protocols and software to protect data integrity.
• Train end-users on system functionalities to minimize technical disruptions.
• Install, update, and troubleshoot desktop and laptop hardware components.
• Perform regular system audits to ensure compliance with IT policies and standards.
• Collaborate with other IT professionals to improve and streamline support processes.
• Stay informed about the latest technology trends and updates in desktop support.
• Develop and implement automated solutions to improve operational efficiency.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proven experience as a Desktop Support Engineer L2 or similar role.
• Strong knowledge of Windows, macOS, and Linux operating systems.
• Proficiency in diagnosing and resolving hardware and software issues.
• Experience with Active Directory, Office 365, and other common enterprise tools.
• Excellent communication and customer service skills to assist users effectively.
• Ability to work independently and as part of a team to meet deadlines.
• Familiarity with network, server, and virtualization technologies is a plus.