L2 Desktop Support Technician — Remote & Onsite

SISL Global; Birmingham; On-site; GBP 28,000 - 36,000; Full time

Job summary

SISL Global is seeking a L2 Desktop Support Technician in Birmingham to deliver advanced end-user support for desktop and laptop hardware, software, and peripherals. The role involves diagnosing and resolving escalated issues, installing operating systems, and maintaining software updates across Windows and Mac platforms.

You will work with the IT team on projects, provide remote assistance for remote workers, and mentor junior technicians while ensuring adherence to IT policies and security

Qualifications

• Associate's or bachelor's degree in information technology, computer science, or related field, or equivalent work experience.
• 2–4 years of 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.

Responsibilities

• Provide second-level technical support for desktop/laptop hardware, software, and peripherals.
• Diagnose and resolve advanced technical issues escalated from L1 support.
• Install, configure, and maintain operating systems and software applications.
• Perform root cause analysis to identify recurring problems and develop solutions.
• Troubleshoot Windows and Mac computers.
• Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
• Collaborate with IT team on projects, upgrades, and implementations.
• Maintain accurate records of work in the ticketing system.
• Provide remote support for users working remotely or in the field.
• Train and mentor junior technicians as needed.
• Ensure compliance with IT policies and security protocols.
• Perform routine maintenance and inspections to ensure optimal performance.

Education

Associate's or Bachelor's degree in IT/Computer Science or related field

Strong problem-solving and analytical skills

Strong communication and interpersonal skills

Ability to work independently and as part of a team

Tools

Active Directory

Group Policies

Remote Desktop Tools

Microsoft Office Suite

Job description

SISL Global is seeking a L2 Desktop Support Technician in Birmingham to deliver advanced end-user support for desktop and laptop hardware, software, and peripherals. The role involves diagnosing and resolving escalated issues, installing operating systems, and maintaining software updates across Windows and Mac platforms.

You will work with the IT team on projects, provide remote assistance for remote workers, and mentor junior technicians while ensuring adherence to IT policies and security