Remote Desktop Support Engineer

SISL Global; Tyler (TX); On-site; USD 25,000 - 39,000; Full time

Job summary

SISL Global is seeking a capable second-level technical support specialist to handle complex desktop/laptop hardware and software issues across Windows and Mac, including peripheral devices. You will diagnose escalated L1 cases, install and maintain OS/software updates, and perform root-cause analysis to prevent recurrences.

You will assist with network connectivity, work on IT projects, and maintain thorough ticketing records.

Qualifications

• 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.
• Provide remote support and troubleshooting for users working from home or in the field.

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.
• 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.
• 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

Second-level support

Troubleshooting

Windows

Mac OS

Remote support

Mentoring

Documentation

Tools

Ticketing system

Job description

SISL Global is seeking a capable second-level technical support specialist to handle complex desktop/laptop hardware and software issues across Windows and Mac, including peripheral devices. You will diagnose escalated L1 cases, install and maintain OS/software updates, and perform root-cause analysis to prevent recurrences.

You will assist with network connectivity, work on IT projects, and maintain thorough ticketing records.