Desktop Support Specialist

JR United Kingdom; Bath; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading technology company is seeking an L2 Desktop Support Technician to provide advanced support, troubleshooting, and maintenance of hardware/software systems. The role demands collaboration with IT teams and mentoring of junior staff, aiming to enhance user satisfaction through effective solutions and adherence to IT policies.

Qualifications

• Degree in IT, Computer Science, or a related field is required.
• Advanced troubleshooting experience for desktop hardware and software.

Responsibilities

• Provide second-level technical support for desktop/laptop issues.
• Diagnose advanced issues escalated from the L1 support team.
• Train and mentor junior support technicians.

Skills

Technical support

Troubleshooting

Customer satisfaction

Network connectivity

Education

Associate or bachelor’s degree in information technology

Computer Science

Job description

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:

1. Provide second-level technical support for desktop/laptop hardware, software, and peripheral issues.
2. Diagnose and resolve advanced technical issues escalated from the L1 support team.
3. Install, configure, and maintain operating systems, software applications, and system updates.
4. Perform root cause analysis to identify recurring technical problems and develop solutions.
5. Troubleshoot break/fix issues of Windows and Mac computers.
6. Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
7. Collaborate with IT team members on projects, upgrades, and implementations.
8. Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system.
9. Provide remote support and troubleshooting for users working from home or in the field.
10. Train and mentor junior support technicians as needed.
11. Ensure compliance with IT policies, security protocols, and best practices.
12. Perform routine maintenance and inspections to ensure optimal performance of equipment.
13. 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 field.