Role & responsibilities

Profile L2 Desktop Support Engineer

Key Responsibilities:

• End-User Support:
• Providing first-level technical support to end-users via phone, email, and remote desktop.
• Troubleshooting common hardware and software issues on workstations and laptops.
• Resolving user account and password problems.
• Assisting with installation and configuration of software applications.
• Providing guidance on the use of common office applications (e.g., Microsoft Office Suite).
• Troubleshooting issues with conference tools (e.g., Zoom, Teams).
• Incident Management:
• Logging and tracking incidents in the ticketing system.
• Prioritizing and resolving incidents according to severity.
• Escalating complex issues to higher-level support teams.
• Desktop Support:
• Deploying and configuring workstations and laptops.
• Installing and maintaining operating systems (Windows 10, Windows 11).
• Applying software patches and updates.
• Configuring network settings and printers.
• Knowledge Base Management:
• Creating and maintaining knowledge base articles to document common issues and solutions.
• Sharing knowledge and best practices with the team.

Qualifications:

• Strong understanding of Windows operating systems (Windows 10, Windows 11).
• Basic knowledge of network concepts and troubleshooting techniques.
• Excellent customer service and communication skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and troubleshooting skills.
• Ability to learn new technologies quickly.