Information Technology Support Engineer

SISL Global; Northampton; On-site; GBP 25,000 - 40,000; Full time

Job summary

SISL Global in the United Kingdom is seeking an L2 Desktop Support Technician to provide advanced end-user support across hardware, software, and networks from Northampton. You will diagnose complex issues, configure operating systems, and maintain documentation while ensuring high user satisfaction.

Collaboration with IT peers and mentoring junior staff are key aspects of the role. The position focuses on Windows and Mac administration, Active Directory, and office productivity tools, with

Qualifications

• Associate's or bachelor's degree in IT or related field, or equivalent work experience.
• 2-4 years of desktop support experience.
• 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

Responsibilities

• Provide second-level desktop/hardware/software support for end users.
• Install, configure and maintain operating systems and software.
• Perform root cause analysis and develop solutions.
• Troubleshoot Windows and Mac issues.
• Assist with LAN/WAN, Wi-Fi and VPN connectivity.
• Collaborate with IT for projects, upgrades and implementations.
• Maintain records via the ticketing system.
• Provide remote support for home/field users.
• Train and mentor junior technicians as needed.
• Ensure IT policy, security and best practices compliance.
• Perform routine maintenance and inspections of equipment.
• Build relationships with end users to ensure satisfaction.

Skills

Windows and Mac OS expertise

Problem solving

Communication skills

Team collaboration

Remote desktop tools

Education

Associate's or Bachelor's degree in IT or related field

Tools

Active Directory

Group Policies

Remote desktop tools

Microsoft Office Suite

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.
• 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