Information Modeller

FDJ UNITED; Warwick; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading technology support company in the UK is seeking an experienced L2 Desktop Support Technician to provide advanced technical support and troubleshooting for desktop and laptop issues. This role requires strong knowledge of Windows and Mac operating systems along with excellent communication and problem-solving skills. The ideal candidate should have 2-4 years of experience in a similar role and be able to provide training to junior technicians. An emphasis on user satisfaction is crucial in ensuring optimal performance and support.

Qualifications

• 2-4 years of experience in a desktop support or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Proficiency with Microsoft Office Suite.

Responsibilities

• Provide second-level technical support for desktop/laptop hardware and software issues.
• Diagnose and resolve advanced technical issues escalated from L1 support.
• Train and mentor junior support technicians as needed.

Skills

Troubleshooting Windows and Mac computers

Problem-solving

Interpersonal skills

Communication

Education

Associate's or bachelor's degree in information technology or related field

Tools

Active Directory

Remote desktop tools

Job description

Overview

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

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

Required Qualifications

• Associate's or bachelor's degree in information technology, Computer Science, or related field, or equivalent work experience.
• 2-4 years of experience in a desktop support or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Proficiency with Microsoft Office Suite and other common software applications.
• Experience with Active Directory, group policies, and user account management.
• Familiarity with remote desktop tools and support software.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.