Information Technology Support Specialist

SISL Global Pte. Ltd.; Liverpool; On-site; GBP 30,000 - GBP 40,000; Full time

Job summary

A global technology firm is seeking an L2 Desktop Support Technician to deliver advanced technical support and troubleshooting to end-users. Key responsibilities include diagnosing complex issues, maintaining hardware/software systems, and training junior technicians. The ideal candidate will possess 2-4 years of experience, strong knowledge of Windows and Mac operating systems, and relevant certifications like CompTIA A+. This role is based in Liverpool, United Kingdom.

Qualifications

• 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.

Responsibilities

• Provide second-level technical support for desktop/laptop hardware, software, and peripheral issues.
• Diagnose and resolve advanced technical issues escalated from L1 support.
• Install, configure, and maintain operating systems, software applications, and system updates.

Skills

Troubleshooting

Windows OS

Mac OS

User Support

Communication

Problem-solving

Education

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

Tools

Remote desktop tools

Microsoft Office Suite

Active Directory

Job description

Overview

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.

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.
• 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.