Information Technology Support Engineer (L2 Desktop Support)

About the role

The L2 Desktop Support Technician provides advanced technical support and troubleshooting to end-users, addressing complex issues and keeping hardware and software systems running smoothly. The role covers second-level support for desktop and laptop hardware and software, and includes remote support for users working from home or in the field.

Key responsibilities

• Provide second-level support for desktop and laptop hardware, software and peripheral issues.
• Install, configure and maintain operating systems, software applications and system updates.
• Perform root cause analysis of recurring problems and troubleshoot break/fix issues on Windows and Mac computers.
• Assist with network connectivity issues, including LAN/WAN, Wi-Fi and VPN.
• Maintain accurate records of work, issues and resolutions in the company ticketing system.
• Collaborate with IT team members on projects, upgrades and implementations.
• Provide remote support and troubleshooting for users working from home or in the field.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols and best practices, and perform routine maintenance and inspections.
• Build strong relationships with end users and ensure their satisfaction.

Required profile

• Associate's or bachelor's degree in information technology, computer science or a related field, or equivalent work experience.
• 2-4 years of experience in a desktop support or similar role.
• Excellent problem-solving and analytical skills, and strong communication and interpersonal skills.
• Able to work independently and as part of a team.

Required skills

• Strong knowledge of Windows and Mac operating systems.
• Proficiency with Microsoft Office Suite and other common software.
• Experience with Active Directory, group policies and user account management.
• Familiarity with remote desktop tools and support software.
• Certifications such as CompTIA A+, Network+ or MCDST are a plus.