Job Summary: We are seeking a knowledgeable and experienced Level 2 Desktop Support Engineer to join our IT support team. The ideal candidate will have a strong background in troubleshooting hardware and software issues, providing exceptional customer service, and supporting complex technical environments. Key Responsibilities:
- Technical Support:
- Provide advanced technical support for desktop and laptop hardware, operating systems, and applications.
- Troubleshoot and resolve escalated issues from Level 1 support, ensuring timely and effective solutions.
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- System Imaging and Deployment:
- Manage the imaging and deployment of new workstations and laptops, ensuring compliance with organizational standards.
- Assist with software installation and configuration as needed.
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- User Training and Documentation:
- Provide training and guidance to end-users on software applications and best practices for troubleshooting.
- Document procedures, configurations, and solutions for future reference and knowledge sharing.
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- Network Support:
- Assist with network connectivity issues, including troubleshooting Wi-Fi and Ethernet connections.
- Collaborate with network engineers to support network infrastructure and security.
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- Hardware Maintenance:
- Perform routine maintenance and repairs on desktop and laptop hardware, including peripherals.
- Keep track of inventory for hardware and software assets.
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- Collaboration and Communication:
- Work closely with IT team members to address user concerns and improve overall support processes.
- Communicate effectively with users to understand issues and provide status updates on resolutions.