L2 - Desktop Engineer - Ticketing System

Job Summary

The Desktop Engineer L2 will be responsible for providing end-to-end technical support for IT infrastructure, including desktops, laptops, printers, and network systems.

The role requires expertise in diagnosing and resolving hardware, software, and networking issues while ensuring minimal downtime for end-users.

Key Responsibilities

• Respond to and resolve daily IT support requests logged in the ticketing portal within defined SLAs.
• Install, configure, and troubleshoot Windows operating systems and business applications.
• Diagnose and resolve hardware and software issues for desktops, laptops, printers, and scanners.
• Perform maintenance and troubleshooting of local and network printers.
• Address and resolve Outlook and email-related issues, including account configuration and email management.
• Collaborate with other IT teams to resolve complex network and system issues.
• Document technical solutions and maintain an accurate record of support requests.
• Proactively identify recurring issues and implement solutions to minimize disruptions.

Key Result Areas (KRAs)

• Timely resolution of IT tickets and support requests.
• High system uptime and user satisfaction.
• Effective troubleshooting and resolution of recurring issues.
• Accurate and up-to-date documentation of technical support processes.

Qualifications And Skills

Educational Qualification :

• Bachelor's degree in IT, Computer Science, or related field (preferred).

Certifications

• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications (e.g , MCSA/MCSE) are an advantage.

Technical Skills

• Proficiency in hardware and networking.
• Hands-on experience with Windows OS and related applications.
• Familiarity with IT ticketing tools and remote troubleshooting.
• Basic understanding of network protocols and configurations.
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Soft Skills

• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to prioritize and multitask in a fast-paced environment