Desktop Support Specialist

JR United Kingdom; Cardiff; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the technology sector is seeking an L2 Desktop Support Technician to provide advanced support and troubleshooting for their users. In this role, you will handle technical issues related to hardware and software, engage in root cause analysis, and collaborate on IT projects. Ideal candidates will have a relevant degree and a passion for customer satisfaction, ensuring all end-users receive exceptional support.

Qualifications

• Degree in IT or Computer Science is required.
• Strong troubleshooting skills for complex issues.
• Experience with Windows and Mac support.

Responsibilities

• Provide second-level technical support for desktop/laptop issues.
• Diagnose and resolve advanced technical issues.
• Train and mentor junior support technicians.

Skills

Troubleshooting

Technical Support

Customer Satisfaction

Education

Associate or Bachelor’s degree in Information Technology

Job description

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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 effectively.
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.