IT support engineer
SISL Global, Palm Beach, FL, United States
Job Summary:
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.
? 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
Technician (MCDST) are a plus