Desktop Support Engineer (Level 2)

Overview of the role:

Job Summary

The Desktop Support Engineer L2 will be responsible for providing advanced technical support to end-users. This role involves troubleshooting hardware and software issues, configuring, and maintaining IT equipment, and ensuring a smooth operation of IT services. The L2 Support Engineer will handle more complex issues that are escalated from L1 support and work closely with other IT teams to resolve systemic issues.

Key Responsibilities -

Technical Support:

• Respond to and resolve escalated support tickets from L1 support.
• Provide remote and on-site support for desktop, laptop, printer, and other peripheral issues.
• Troubleshoot advanced software issues on Windows and MacOS platforms.
• Perform root cause analysis for recurrent issues and implement solutions.

System Maintenance:

• Install, configure, and upgrade operating systems and software.
• Perform regular maintenance and updates on IT equipment.
• Ensure security compliance by installing patches and updates.
• Backup and restore data as needed.

User Management:

• Create and manage user accounts in Active Directory.
• Provide support for email configuration and troubleshooting in Office 365 or similar platforms.
• Assist with access control and permissions management.

GCS is acting as an Employment Business in relation to this vacancy.