Job Description

Primary Skills: Desktop (Windows PCs/Laptops) Secondary Skills: Microsoft O365 Suite, Mac OS and mobile apps, remote desktop tools Job Duties and Responsibilities: - We are looking for an experienced Level 2 Desktop Support Engineer to join our IT team. The successful candidate will provide advanced technical support to end-users, handling escalated issues and ensuring the smooth operation of computer systems, hardware, networks, and applications. Key Responsibilities:

• Advanced Technical Support: Provide Level 2 support for complex hardware, software, and network issues. Assist with troubleshooting and resolving escalated tickets from Level 1 support.
• Problem Resolution: Analyze and resolve advanced technical problems, collaborating with other IT teams as necessary. Identify trends and recommend long-term solutions to recurring issues.
• System Administration: Perform installation, configuration, and maintenance of desktop and laptop systems, software applications, and peripherals.
• Network and Security: Assist with network connectivity issues, perform network troubleshooting, and ensure compliance with security protocols and policies.
• Documentation: Maintain detailed records of support activities, solutions, and best practices. Create and update technical documentation and user guides.
• Training and Mentoring: Provide guidance and training to Level 1 support staff. Share knowledge and expertise to enhance the overall efficiency of the support team.
• Customer Service: Deliver exceptional customer service by communicating effectively with end-users, understanding their needs, and providing timely resolutions.

Qualifications:

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Experience: Minimum of 2-3 years of experience in desktop support or a related IT role, with a focus on Level 2 support.

Technical Skills:

• Proficiency in Windows and macOS operating systems.
• Strong knowledge of Microsoft O365 Suite and mobile apps, remote desktop tools, and ITSM ticketing systems.
• Familiarity with MacOS and iOS systems.
• Familiarity with network protocols and troubleshooting techniques.
• Experience with Active Directory and user account management.
• Experience with A/V equipment for conferencing rooms

Recommended Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar are a plus. - Soft Skills:

• Ability to work in a fast-paced, corporate setting
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal abilities.
• Ability to work independently and as part of a team.
• Customer-focused attitude with a commitment to quality service.

Job Tags

Work experience placement, Remote job,

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