Desktop Support Engineer L2 (225-617)

The Desktop Support Engineer L2 is a crucial role within our IT support team. This position is responsible for providing advanced-level support for hardware and software issues to ensure seamless and efficient operations across the organization. The primary focus is on troubleshooting and resolving complex technical issues that have been escalated from Level 1 support. The successful candidate will work closely with IT team members and other departments to provide expertise on various technical tools and processes. A strong understanding of IT systems, excellent communication skills, and a customer-focused mindset are essential for success in this role. In addition to technical proficiency, the Desktop Support Engineer L2 must be capable of providing quality service that aligns with company standards by maintaining and upgrading systems as needed.

Responsibilities

• Resolve escalated technical issues from Level 1 desktop support team.
• Install, configure, and maintain software and hardware components.
• Collaborate with IT teams to ensure seamless IT support and service delivery.
• Provide detailed and timely updates on status and progress of technical cases.
• Document issues, solutions, and improvements in a detailed manner for future reference.
• Conduct regular maintenance to improve system performance and prevent issues.
• Assist in the administration and management of IT infrastructure and services.
• Engage in user training sessions to improve internal technical competencies.
• Participate in after-hours support rotation to handle urgent technical issues.
• Ensure compliance with company IT policies and procedures at all times.
• Participate in continual improvement projects to enhance IT services delivery.
• Monitor help desk system regularly to address and close tickets within SLA.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• A minimum of 3 years of experience in desktop support or similar role.
• Strong understanding of IT systems and software troubleshooting methodologies.
• Proficiency with various operating systems including Windows, macOS, and Linux.
• Excellent problem-solving skills and a keen attention to detail.
• Exceptional communication skills with the ability to translate technical terms clearly.
• Demonstrated ability to work independently as well as collaboratively in a team.