Desktop Support Engineer L2 (225-723)

A Desktop Support Engineer L2 plays a critical role in ensuring the seamless operation of an organization's IT infrastructure. This mid-level position is integral in troubleshooting and resolving complex desktop-related issues that arise within a company's network or office environment. Possessing more advanced technical skills than an entry-level technician, the Desktop Support Engineer L2 is responsible for handling escalated tickets that require a deeper understanding of IT systems. They work closely with IT departments, vendors, and sometimes customers, to provide consistent and reliable IT support. Exceptional communication skills, quick problem-solving abilities, and in-depth knowledge of hardware and software are essential for success in this role. An L2 engineer not only resolves issues but plays a part in deploying new technology solutions and improving system efficiency.

Responsibilities

• Provide timely and efficient resolution to complex desktop support issues.
• Offer technical support for hardware and software across various platforms.
• Coordinate with IT teams to escalate and collaborate on problem resolution.
• Implement patches and updates to ensure the security and functionality of systems.
• Maintain and troubleshoot printers, scanners, and other peripheral devices.
• Guide and mentor junior IT staff in troubleshooting methodologies and best practices.
• Document all support activities, incidents, and solutions in the ticketing system.
• Participate in on-call rotations for after-hours technical support needs.
• Deploy and configure new desktops, laptops, and related peripherals for users.
• Ensure proper function of telecommunications equipment and remote access tools.
• Investigate root causes of recurring issues and develop long-term solutions.
• Provide feedback on process improvements to enhance the overall IT support experience.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field required.
• Minimum of 3 years experience in desktop support or a related IT field.
• Strong knowledge of Windows and macOS operating systems and troubleshooting.
• Experience with desktop and laptop hardware repair and replacement techniques.
• Ability to manage time effectively and work independently under minimal supervision.
• Excellent written and verbal communication skills for interacting with non-technical users.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional preferred.