Information Technology Support Engineer

SISL Global; Greater London; On-site; GBP 28,000 - 42,000; Full time

Job summary

SISL Global in London is seeking an L2 Desktop Support Technician to provide advanced technical support and troubleshoot complex end-user issues, maintaining Windows and MacOS environments and ensuring optimal system performance and user satisfaction.

You will install and configure software, manage Active Directory, assist with VPN/LAN/Wi‑Fi problems, document incidents in the ticketing system, train junior technicians, and collaborate on IT projects while following security policies.

Qualifications

• 2-4 years of desktop support experience.
• Strong knowledge of Windows and Mac operating systems.
• Proficiency with Microsoft Office Suite.
• Experience with Active Directory, group policies, and user account management.
• Familiarity with remote desktop tools and support software.

Responsibilities

• Provide Second-level technical support for desktop/laptop hardware, software, and peripheral issues.
• Install, configure, and maintain operating systems, software applications, and system updates.
• Perform root cause analysis to identify recurring technical problems and develop solutions.
• 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

Skills

Windows OS

Mac OS

Active Directory

Group Policy

Remote support tools

MS Office

Education

Associate's or Bachelor's degree in IT/CS

Tools

Ticketing system

Remote desktop software

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:

• Provide Second-level technical support for desktop/laptop hardware, software, and peripheral issues.
• 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

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.