Desktop support engineer DE L2

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Responsibilities

1. The Band 2 – Desktop Technician will provide day-to-day local and remote desktop support, receive inbound calls, troubleshoot hardware, software, and application issues, and document steps in a ticketing system. The candidate will facilitate customer resolution, engage supervisors and managers, and ensure operational consistency across shifts within the IT Support Center. Responsibilities include fault diagnosis and resolution, supporting core operating systems and applications, with an ideal candidate having 2-3 years’ experience in Windows Desktop support.
2. Coordinate with Third Party Vendors to resolve complex AV issues.
3. Provide timely updates on issue status and resolution.
4. Maintain ticket updates for all incidents.
5. Install, upgrade, support, and troubleshoot Windows OS (XP, 7, 8.1, 10), Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
6. Support Mac OS to assist Apple PC users.
7. Install, upgrade, support, and troubleshoot printers and hardware.
8. Perform preventive maintenance and remedial repairs on desktops, laptops, printers, and peripherals.
9. Use diagnostic tools for network and hardware/software troubleshooting.
10. Possess a broad understanding of IT, including Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.
11. Work effectively in a project-based environment requiring flexibility and teamwork. Perform other duties as assigned.

Minimum Requirements

1. Bachelor’s Degree or equivalent in Computer Science or related field.
2. Certifications such as CompTIA A+ or Microsoft Certified Professional (MCP) or higher.
3. At least 18 months of IT experience.
4. Experience with Windows 7-10, Active Directory, GPOs, MS Office 365, PC hardware troubleshooting, enterprise anti-virus solutions, and helpdesk ticketing systems.
5. Knowledge of mobile device management (iOS and Android), enterprise encryption, and Windows PC/laptop management via Active Directory.
6. Strong analytical, troubleshooting, and problem-solving skills.
7. Ability to multi-task, prioritize, and meet SLAs.
8. Excellent communication and customer service skills.
9. Adaptability to a fast-changing environment and willingness to work off-hours/weekends when needed.

Additional Responsibilities

The Band 2 Technician will mentor Band 1 technicians and support Band 3 Engineers in resolving tickets.

Job Details

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Job Function: Information Technology

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