Information Technology Support Engineer

SISL Global Pte. Ltd.; United Kingdom; On-site; GBP 35,000 - GBP 45,000; Full time

Job summary

A global technology services provider is seeking an L2 Desktop Support Technician in the United Kingdom. This role involves providing advanced support for hardware and software issues, maintaining optimal system performance, and ensuring user satisfaction. The ideal candidate will have 2-4 years of experience, strong knowledge of Windows and Mac operating systems, and excellent communication skills. The position also requires working on troubleshooting issues, assisting with network connectivity, and training junior technicians.

Qualifications

• 2-4 years of experience in desktop support.
• Strong knowledge of Windows and Mac OS.
• Proficiency in Microsoft Office Suite.

Responsibilities

• Provide second-level technical support for desktop issues.
• Install and maintain operating systems and software.
• Perform root cause analysis and develop solutions.
• Assist with network connectivity issues.
• Train and mentor junior support technicians.

Skills

Technical support and troubleshooting

Windows and Mac operating systems

Excellent problem-solving skills

Communication skills

Team collaboration

Education

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

Relevant certifications (CompTIA A+, Network+)

Job description

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.

Key Responsibilities:

• Provide Second-level technical support for desktop/laptop hardware, software, and peripheral issues.
• 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.