Desktop Support- L1 (Night shift)

In this role, you will be responsible for resolving escalated technical issues that Level 1 technicians cannot solve, ensuring timely and effective resolution. You will perform advanced troubleshooting to diagnose and resolve complex hardware issues, manage operating systems like Microsoft Windows, and support enterprise applications. Additionally, you will configure network settings, execute software deployment and updates, maintain system security, collaborate with IT teams, create and maintain documentation, and mentor junior staff. Key Responsibilities: - Resolve escalated technical issues that Level 1 technicians cannot solve - Perform advanced troubleshooting for complex hardware issues - Manage operating systems like Microsoft Windows - Support enterprise applications and troubleshoot related issues - Configure network settings and assist with network-related issues - Execute software deployment and updates using tools like SCCM and Intune - Maintain system security by implementing and enforcing security protocols - Collaborate with other IT teams to resolve larger infrastructure issues - Create and maintain documentation in the company's knowledge base - Mentor junior staff to help them develop their skills Qualifications: - Education: A bachelor's degree in information technology, Computer Science, or a related field - Experience: 3-5 years of experience in desktop support or a similar IT role - Technical Skills: - Expert knowledge of Windows and macOS operating systems - Strong understanding of network protocols and configurations (TCP/IP, DNS, DHCP) - Proficiency with remote desktop tools and helpdesk ticketing software - Strong hardware troubleshooting and repair skills - Professional certifications such as CompTIA A+ or CompTIA Network+ are often a plus - Soft Skills: - Excellent verbal and written communication skills - Strong analytical and problem-solving abilities - High level of patience and customer service orientation - Ability to prioritize multiple tasks and work effectively under pressure,