Desktop Support Specialist

JR United Kingdom; City of Edinburgh; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the UK is seeking an L2 Desktop Support Technician to deliver advanced technical support to end-users. This role involves troubleshooting hardware and software issues, maintaining systems, and ensuring optimal performance while collaborating with IT teams. Candidates should possess an associate or bachelor’s degree in Information Technology or a related field, demonstrating strong technical skills and user focus.

Qualifications

• Bachelor's or Associate degree in IT or Computer Science.
• Strong skills in resolving technical hardware/software issues.
• Experience with Windows and Mac troubleshooting.

Responsibilities

• Provide second-level technical support for desktop/laptop hardware/software.
• Diagnose advanced technical issues escalated from L1 support.
• Collaborate with IT on projects and maintain user satisfaction.

Skills

Technical Support

Troubleshooting

User Satisfaction

Education

Associate or bachelor’s degree in information technology

Bachelor’s degree in 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.