Job Description
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:
1. Provide L2/L2.5 level support for end-user issues via call, email, or chat.
2. Troubleshoot and resolve issues related to desktop/laptop hardware, operating systems (Windows 10/11/macOS), and applications.
3. Ensure timely prioritization and escalation of incidents to internal and external stakeholders.
4. Act as a single point of contact for rapid restoration of normal IT services.
5. Log, analyze, and resolve incidents and requests within defined SLAs.
6. Perform daily proactive health checks on infrastructure and applications.
7. Monitor desktop support remote network and IT infrastructure for potential issues.
8. Ensure that service requests are handled and resolved by appropriately skilled teams.
9. Provide support for Desktop SOE (Standard Operating Environment) across multiple platforms and applications.
10. Manage asset and inventory systems, including laptop build and deployment processes.
11. Work with tools such as Intune/JAMF for...