Desktop Support Engineer L2 (225-904)

A Desktop Support Engineer L2 is a critical role in IT infrastructure, ensuring seamless daily operational support for networked desktop environments within a company. This position serves as the second point of escalation within the support team for end users facing hardware and software issues. The L2 Desktop Support Engineer is responsible for managing incident tickets, troubleshooting technical problems, deploying software solutions, and collaborating with other IT specialists to enhance IT service delivery. The ideal candidate is expected to demonstrate advanced problem-solving abilities, effective communication skills, and the expertise to manage complex technical issues independently. This role not only demands technical expertise but also customer-focused service excellence to ensure high user satisfaction levels.

Responsibilities

• Provide second-level technical support to end users for hardware and software issues.
• Respond to and resolve incident tickets in a timely and efficient manner.
• Diagnose and troubleshoot advanced desktop problems, including networking issues.
• Install, configure, and upgrade desktop and peripheral equipment as required.
• Collaborate with IT teams to implement software updates and system patches.
• Analyze recurring issues and suggest long-term solutions to minimize future incidents.
• Document procedures and assist in developing knowledge base resources for users.
• Ensure compliance with company IT policies and cybersecurity protocols.
• Coordinate with hardware vendors for warranty repair services and part replacements.
• Create and manage user accounts and permissions in accordance with IT policies.
• Participate in on-call rotation to provide after-hours support as needed.
• Provide technical training and support to first-level support engineers.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• A minimum of 3 years of experience in desktop support or a similar role.
• Strong knowledge of Windows and macOS operating systems and troubleshooting.
• Hands-on experience with desktop hardware, printers, and basic networking concepts.
• Experience with Active Directory, Group Policy, and remote management tools.
• Excellent communication skills to effectively interact with end users and IT staff.
• Comprehensive understanding of IT service management principles and practices.