Desktop Support Engineer L2 - LB

Desktop Technician will provide day to day local\remote desktop 

support, receive inbound calls, answer questions, troubleshoot and 

document steps performed to resolve challenges with hardware, software 

and application issues in a ticketing system. The candidate will also need 

to facilitate customer resolution for calls and engage their supervisors and 

managers to ensure operational consistency across all shifts within the IT 

Support Center. Desktop Support Engineer provides Break Fix, fault 

diagnosis and resolution. Providing fault analysis to customer’s various 

core operating systems and platforms, as well be able to provide support 

and apply desktop fault resolution for the approved application suite. Ideal 

candidate should have 2-3 years’ experience in Windows Desktop 

support. 

i. Position Responsibilities and Functions 

a) Provide first/second level contact and problem resolution for customer 

issues. 

b) Work with Third Party Vendors to remediate complex AV issues as 

needed. 

c) Provide timely communication on issue status and resolution. 

d) Maintain ticket updates for all reported incidents. 

e) Install, upgrade, support and troubleshoot XP, Windows 7, Windows 

8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another 

authorized desktop application. 

f) Should have basic knowledge of Mac operating system, to support 

Apple pc users. 

g) Install, upgrade, support and troubleshoot for printers, computer 

hardware.

h) Performs general preventative maintenance tasks on computers, 

laptops, printers.

i) Performs remedial repairs on Desktops, laptops, printers and any 

other authorized peripheral equipment. 

j) 

Use diagnostic tools to troubleshoot problems associated with network 

connectivity, and workstation hardware/software. 

k) Broad experience of IT with basic understanding of Networks, Servers, 

Audio/Visual, Smart Devices and Telecoms. 

l) 

This position requires the ability to work in a project-based 

environment requiring flexibility and teamwork. Performs other duties 

as assigned. 

ii. 

Candidate Required Minimum Qualifications and Skills 

c) Bachelor’s Degree or equivalent in Computer Science or related field. 

d) Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 

365, PC hardware installation and troubleshooting, Enterprise anti-virus 

solutions, Helpdesk ticketing systems. 

e) Mobile device management including IOS and Android devices, Enterprise 

encryption solutions, Windows PC/laptop management via Active 

Directory. 

f) Proven analytical, troubleshooting and problem-solving skills. 

g) Proven ability to multi-task, effectively determine priorities and meet SLA’s. 

h) Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 

365, PC hardware installation and troubleshooting, Enterprise anti-virus 

solutions, Helpdesk ticketing systems. 

i) Mobile device management including IOS and Android devices, Enterprise 

encryption solutions, Windows PC/laptop management via Active 

Directory. 

j) Proven analytical, troubleshooting and problem-solving skills. 

k) Proven ability to multi-task, effectively determine priorities and meet 

SLA’s. 

l) Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 

365, PC hardware installation and troubleshooting, Enterprise anti-virus 

solutions, Helpdesk ticketing systems. 

m) Mobile device management including IOS and Android devices, Enterprise 

encryption solutions, Windows PC/laptop management via Active 

Directory. 

n) Proven analytical, troubleshooting and problem-solving skills. 

o) Proven ability to multi-task, effectively determine priorities and meet SLA’s. 

p) Adaptable and flexible in a fast-changing industry and work environment. 

q) Willing to work off-hours and weekends when required for projects or 

emergency support. 

• Individual must have good customer facing skills and be well presented. 
• Demonstrates independent and pro-active thinking 
• Builds effective relationships both within the team and across the business and Professional Services 
• Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
•  Must be able to work alone and unsupervised, taking the initiative when necessary.
•  Must be organized and prioritize work appropriately.

• Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
•  Mobile device management including IOS and Android devices, Enterprise encryption solutions, WindowsPC/laptop management via Active Directory.
• Proven analytical, troubleshooting and problem-solving skills. 
• Proven ability to multi-task, effectively determine priorities and meet SLA’s. 
•  Excellent communication relationship-building and internal customer service skills. Adaptable and flexible in a fast-changing industry and work environment