Desktop Support- L1 (Night shift)

Responsibilities

• Resolve escalated technical issues:

  Act as a point of escalation for complex problems that Level 1 technicians cannot solve, ensuring timely and effective resolution.

• Perform advanced troubleshooting:

  Diagnose and resolve complex hardware issues, including component failure, system performance, and compatibility problems.

• Manage operating systems:

  Provide advanced support for operating systems, such as Microsoft Windows, including installation, configuration, and troubleshooting.

• Support enterprise applications:

  Troubleshoot and resolve issues with specialized enterprise applications, including database access, software-specific errors, and integration problems.

• Configure network settings:

  Assist with network-related issues, such as group policy settings, domain access, user permissions, and connectivity problems with LAN/WAN and VPNs.

• Execute software deployment and updates:

  Assist with the deployment of software patches and updates across the organization, using tools like SCCM and Intune.

• Maintain system security:

  Implement and enforce security protocols, such as installing and updating antivirus software and educating users on security best practices.

• Collaborate with IT teams:

  Work closely with other teams, such as Network Engineering and Systems Administration, to resolve larger infrastructure issues.

• Create and maintain documentation:

  Document technical procedures, troubleshooting steps, and resolutions in the company's knowledge base and ticketing system.

• Mentor junior staff:

  Guide and train Level 1 support staff to help them develop their skills and improve issue resolution.

Qualifications

• Education:

  A bachelor’s degree in information technology, Computer Science, or a related.

• Experience:

  3–5 years of experience in a desktop support or similar IT role.

• Technical skills:

• Operating systems:

  Expert knowledge of Windows and macOS operating systems.

• Networking:

  Strong understanding of network protocols and configurations (TCP/IP, DNS, DHCP).

• Remote support:

  Proficiency with remote desktop tools (e.g., TeamViewer, RDP).

• Ticketing systems:

  Experience with helpdesk ticketing software.

• Hardware:

  Strong hardware troubleshooting and repair skills for desktops, laptops, printers, and peripherals.

• Certifications:

  Professional certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified: Modern Desktop Administrator Associate are often a plus.

• Soft skills:

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• A high level of patience and customer service orientation.
• The ability to prioritize multiple tasks and work effectively under pressure.