Desktop Support Specialist

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

Job summary

A leading company in technical support is seeking an L2 Desktop Support Technician to provide advanced troubleshooting and support services. This role involves maintaining hardware/software systems and ensuring user satisfaction through effective problem resolution and support. Ideal candidates will have a degree in IT or related fields and a strong technical acumen, alongside the ability to work collaboratively with IT teams.

Qualifications

• Requires an Associate or Bachelor’s degree in IT or Computer Science.
• Experience with technical support and troubleshooting is essential.
• Familiarity with Windows and Mac systems is preferred.

Responsibilities

• Provide second-level technical support for desktop/laptop hardware and software.
• Diagnose and resolve advanced technical issues escalated from L1 support.
• Assist with network connectivity issues including LAN/WAN and VPN.

Skills

Technical Support

Troubleshooting

Problem Solving

Customer Service

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.