Desktop Support Engineer L2

A Desktop Support Engineer Level 2 (L2) is responsible for providing advanced technical support to end-users and ensuring the smooth operation of desktop systems and applications. This role typically involves troubleshooting hardware and software issues, managing user accounts, and maintaining IT infrastructure. Below is a detailed job description for this position:

Job Title: Desktop Support Engineer L2

Job Summary:

The Desktop Support Engineer L2 will provide high-level technical support to users, resolving complex issues related to desktop hardware, software, and network connectivity. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a deep understanding of desktop environments.

Key Responsibilities:

- Respond to and resolve escalated technical support requests from Level 1 support staff.

- Troubleshoot and resolve hardware issues, including desktops, laptops, printers, and peripherals.

- Diagnose and fix software problems, including operating systems, applications, and security software.

- Assist in the deployment, configuration, and maintenance of desktop systems and applications.

- Manage user accounts, permissions, and access rights in Active Directory and other systems.

- Provide support for mobile devices and remote access solutions.

- Document technical procedures and create knowledge base articles for common issues.

- Collaborate with other IT teams to ensure seamless integration of desktop systems with network and server infrastructure.

- Participate in IT projects, including system upgrades and migrations.

- Train and mentor Level 1 support staff to enhance their technical skills.

Qualifications:

- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.

- Minimum of 3-5 years of experience in desktop support or a similar role.

- Strong knowledge of Windows and macOS operating systems.

- Familiarity with desktop hardware components and troubleshooting techniques.

- Experience with remote support tools and ticketing systems.

- Excellent communication and interpersonal skills.

- Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.

Skills:

- Strong analytical and problem-solving abilities.

- Ability to work independently and as part of a team.

- Customer-focused with a commitment to providing high-quality support.

- Time management skills to prioritize tasks effectively.

Work Environment:

The Desktop Support Engineer L2 will work in an office environment, providing support to on-site and remote users. Occasional travel may be required for on-site support.

This role is crucial in maintaining the productivity of end-users and ensuring that IT services are delivered efficiently and effectively.

Job Type: Full-time

Pay: ₹15,000.00 - ₹20,000.00 per month

Work Location: In person