Desktop Support Engineer l2 Job Description Template
As a Desktop Support Engineer l2, you will be responsible for providing advanced support for desktop environments, ensuring high levels of service and technical assistance to users. You'll troubleshoot and resolve complex hardware, software, and network issues efficiently, and contribute to system improvement and maintenance tasks.
Responsibilities
- Provide advanced desktop support for end-users including troubleshooting hardware, software, and network issues.
- Install, configure, and maintain desktop systems, applications, and peripheral equipment.
- Manage and resolve escalated tickets from Level 1 support.
- Coordinate with other IT teams to ensure the stability and efficiency of IT infrastructure.
- Document and record all support activities through the ticketing system.
- Conduct regular system checks and maintenance to ensure optimal performance.
- Assist in software deployment and updates.
- Provide technical guidance and training to junior support staff.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 2-4 years of experience in a desktop support role.
- Proven experience with Windows and Mac operating systems.
- Solid understanding of network protocols and configurations.
- Strong problem-solving skills and attention to detail.
- Excellent communication and customer service skills.
Skills
- Windows OS
- Mac OS
- Active Directory
- Office 365
- Networking
- Troubleshooting
- Ticketing systems
- SCCM
- PowerShell
- Customer service
Frequently Asked Questions
A Desktop Support Engineer L2 is responsible for addressing more complex issues that L1 support cannot resolve. Their tasks include troubleshooting hardware and software problems, setting up user accounts, and managing IT infrastructure. They work closely with other IT professionals to ensure system efficiency and security, enhancing user support and resolving escalated issues.
Becoming a Desktop Support Engineer L2 typically requires a mix of education and experience. Candidates often start with a degree in IT or related fields, and gain entry-level experience as Desktop Support Engineer L1. Advanced qualifications like CompTIA A+, Microsoft certifications, and understanding of networking and operating systems are beneficial for progression.
The average salary for a Desktop Support Engineer L2 can vary based on location, experience, and company size. Generally, they earn more than L1 counterparts due to their advanced skills and responsibilities. They may negotiate higher pay based on expertise in advanced troubleshooting, network configurations, and specific industry experience.
A Desktop Support Engineer L2 typically needs a blend of formal education and certifications. A degree in information technology or computer science is common, along with certifications like CompTIA A+, Microsoft Certified Solutions Associate (MCSA), and expertise in various operating systems and enterprise software solutions.
Key skills for a Desktop Support Engineer L2 include advanced problem-solving, familiarity with operating systems like Windows and macOS, and proficiency in network troubleshooting. Responsibilities often involve managing escalated technical issues, conducting system upgrades, and maintaining security protocols. They must also possess strong communication skills for effective interaction with users and teams.