Job Title: IT Service Delivery Expert
As an L2 Desktop Support Technician, you will play a vital role in providing advanced technical support and troubleshooting to end-users. This position involves addressing complex issues, maintaining hardware and software systems, and ensuring optimal performance and user satisfaction.
Main Responsibilities:
* Provide second-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.
* 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.
* Buid and maintain strong relationships with end users and ensure user satisfaction.
Requirements:
* Associate or bachelor's degree in information technology, Computer Science, or related field, or equivalent work experience.
* Basic racking and stacking skills.
About this Role:
This is an exciting opportunity to join our IT team and contribute to delivering exceptional service to our end-users. If you are passionate about technology and have excellent problem-solving skills, we encourage you to apply.