Desktop Support Engineer L2

As a Desktop Support Engineer L2, your primary responsibility will be to provide second level support for all desktop-related issues within the organization. You will be tasked with troubleshooting hardware and software problems, identifying root causes, and resolving technical issues in a timely manner. In addition, you will be expected to install, configure, and maintain desktop systems and peripherals, as well as assist end users with IT-related inquiries and requests. Furthermore, you will be required to collaborate with other IT teams to escalate critical issues and participate in projects that involve desktop infrastructure improvements. Strong communication skills and a customer-focused approach are essential in this role to ensure a high level of user satisfaction. Your expertise in diagnosing complex technical problems and your ability to document procedures and solutions will be crucial in this position. Additionally, you may be involved in training junior team members and providing technical guidance. A proactive attitude and a strong dedication to continuous learning and development are key attributes for success in this role.

Responsibilities

• Provide second-level desktop support to end-users, including troubleshooting hardware and software issues.
• Install, configure, and maintain desktop systems and applications in alignment with company policies and procedures.
• Respond to service requests and incidents within established service level agreements (SLAs).
• Perform system upgrades, patches, and configurations to ensure optimal performance and security.
• Collaborate with other IT teams to escalate and resolve complex technical issues.
• Assist in the planning and implementation of IT projects related to desktop infrastructure.
• Maintain accurate documentation of support activities, configurations, and procedures.
• Train end-users on the proper use of hardware and software applications.
• Monitor and report on desktop support metrics to identify areas for improvement.
• Stay current with technological advancements in desktop support and recommend innovative solutions to enhance efficiency and user experience.

• Bachelor's degree in Computer Science, Information Technology or related field.
• Relevant industry certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or Cisco Certified Network Associate (CCNA).
• Minimum of 3 years of experience in desktop support or a related field.
• Strong knowledge of operating systems, hardware, and software applications.
• Excellent troubleshooting and problem-solving skills.