Desktop Support Specialist

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

Job summary

A leading company in the UK is seeking a qualified L2 Desktop Support Technician to provide advanced technical support and ensure user satisfaction. This role encompasses diagnosing and resolving complex IT issues for end-users, maintaining systems, and collaborating with IT teams. Ideal candidates will have a degree in Information Technology or Computer Science and experience in technical troubleshooting for both Windows and Mac environments.

Qualifications

• Experience in IT support, particularly for desktop/laptop hardware and software.
• Familiarity with Windows and Mac systems troubleshooting.
• Strong communication skills for user interaction.

Responsibilities

• Provide second-level technical support for desktop/laptop issues.
• Diagnose advanced technical issues escalated from L1 support.
• Maintain systems and provide remote support for users.

Skills

Technical support

Troubleshooting

Networking

Customer service

Education

Associate or Bachelor’s degree in Information Technology

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.