We are seeking a skilled and proactive Desktop Support Engineer (L2/L2.5) to provide end-to-end technical support for desktops, laptops, and IT infrastructure. The role involves troubleshooting, escalation management, proactive system monitoring, and collaboration with internal IT teams to ensure high service availability and client satisfaction.
Roles and Responsibilities:
* Provide L2/L2.5 level support for end-user issues via call, email, or chat.
* Troubleshoot and resolve issues related to desktop/laptop hardware, operating systems (Windows 10/11/macOS), and applications.
* Ensure timely prioritization and escalation of incidents to internal and external stakeholders.
* Act as a single point of contact for rapid restoration of normal IT services.
* Log, analyze, and resolve incidents and requests within defined SLAs.
* Perform daily proactive health checks on infrastructure and applications.
* Monitor desktop support remote network and IT infrastructure for potential issues.
* Ensure that service requests are handled and resolved by appropriately skilled teams.
* Provide support for Desktop SOE (Standard Operating Environment) across multiple platforms and applications.
* Manage asset and inventory systems, including laptop build and deployment processes.
* Work with tools such as Intune/JAMF for access management, configuration, and troubleshooting.
* Conduct routine preventive maintenance and ensure smooth operation of user systems.
* Participate in IT and business projects requiring desktop or system support.
* Collaborate effectively with internal teams to ensure seamless delivery of IT services.
* Contribute to service improvement initiatives and documentation of standard operating procedures.
* Deliver high-quality support to critical business units, including banking and high-profile clients.
* Exhibit strong professionalism and customer service skills in all interactions.
Required Skills:
* Strong knowledge of desktop/laptop hardware and desktop operating systems (Windows 10/11/macOS).
* Experience providing L2/L2.5 support in enterprise environments.
* Proficiency in remote desktop support tools and enterprise ticketing systems.
* Hands-on experience with Microsoft Intune and JAMF for device management.
* Familiarity with asset and inventory management tools.