About the job
Join our dynamic team as a Level 2 Desktop Support Technician, where you will be responsible for delivering exceptional technical support for desktop environments. Your role will involve deploying desktops and laptops, as well as installing and configuring physical server and network equipment as needed. You will troubleshoot issues related to hardware and software, handle incidents and requests efficiently, and ensure a seamless experience for end users.
Key Responsibilities:
- Provide Level 2 technical support, addressing and resolving hardware and software issues for end users.
- Analyze, document, and resolve inquiries from end users.
- Install desktop and laptop software using approved tools.
- Troubleshoot operating system and connectivity issues with LAN/WAN.
- Maintain accurate and timely records in ticketing systems, including resolution details.
- Contribute to and maintain a comprehensive knowledge base.
- Coordinate hardware warranty repairs and escalate issues to third-party vendors as necessary.
- Manage problem management issues effectively.
- Engage in additional tasks related to end-user support and infrastructure as required.
- Participate in various projects and initiatives.
Ideal candidates will possess strong skills in SLA and KPI management.

