Lead Desktop Support Engineer - Remote & On-site

SISL Global; Verona (MS); On-site; USD 52,000 - 68,000; Full time

Job summary

SISL Global is seeking a dedicated second-level technical support specialist in the United States to resolve escalated hardware, software, and peripheral issues. You will diagnose problems, install and configure OS and applications, and maintain system updates.

You will also handle network connectivity concerns (LAN/WAN, Wi-Fi, VPN), mentor juniors, and ensure IT policy compliance while delivering excellent user service.

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.
• Troubleshoot 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 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.

Job description

SISL Global is seeking a dedicated second-level technical support specialist in the United States to resolve escalated hardware, software, and peripheral issues. You will diagnose problems, install and configure OS and applications, and maintain system updates.

You will also handle network connectivity concerns (LAN/WAN, Wi-Fi, VPN), mentor juniors, and ensure IT policy compliance while delivering excellent user service.