Advanced Desktop Support Engineer — Remote & Mac/Windows

SISL Global; Kent (WA); On-site; USD 60,000 - 85,000; Full time

Job summary

SISL Global is seeking a diligent second-level IT support technician to handle desktop/laptop hardware and software issues, diagnose escalations, and install and maintain systems. You will work across Windows and Mac environments, assist with VPN and LAN/WAN connectivity, and mentor junior staff.

The role emphasizes proactive problem solving, adherence to security policies, and delivering strong customer service to end users in a dynamic IT team.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Troubleshooting

Communication

Tools

Windows

Mac OS

VPN

LAN/WAN

Job description

SISL Global is seeking a diligent second-level IT support technician to handle desktop/laptop hardware and software issues, diagnose escalations, and install and maintain systems. You will work across Windows and Mac environments, assist with VPN and LAN/WAN connectivity, and mentor junior staff.

The role emphasizes proactive problem solving, adherence to security policies, and delivering strong customer service to end users in a dynamic IT team.