The L2 Desktop Support Technician is responsible for providing advanced technical support and troubleshooting to end-users. This role involves addressing complex issues, maintaining hardware and software systems and ensuring optimal performance and user satisfaction.
Key Responsibilities:
* Provide second and third-level technical support for desktop/laptop hardware, software, and peripheral issues.
* Diagnose and resolve advanced technical issues escalated from the L1 support team.
* Install, configure, and maintain operating systems, software applications, and system updates.
* Perform root cause analysis to identify recurring technical problems and develop solutions.
* Excellent in troubleshooting break/fix issues of windows and mac computers
* Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
* Collaborate with IT team members on projects, upgrades, and implementations.
* Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system.
* 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.
* Perform routine maintenance and inspections to ensure optimal performance of equipment
* Build and maintain strong relationships with end users and ensure user satisfaction
Qualifications:
* Associate or bachelor’s degree in information technology, Computer Science, or related
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