Description

Lead L2 field engineers and serve as the final escalation point for desktop support tickets.

Resolve L2 and L3 hardware and software issues for laptops, desktops, peripherals, and printers. Install, configure, and manage computer hardware, software, networks, printers, and scanners. Provide remote support via Bomgar and coordinate dispatch activities for remote sites. Perform root cause and forensic analysis on technical incidents. Report security incidents and weaknesses to the Operations Manager and CISO.

Responsibilities

• Lead L2 field engineers and manage final escalation for desktop support tickets.
• Resolve L2 and L3 hardware/software issues for endpoints and peripherals.
• Install, configure, and manage hardware, software, and networks.
• Provide remote support via Bomgar and coordinate dispatch for remote sites.
• Perform root cause analysis and report security incidents to leadership.

Required Skills

• 10+ years of experience in desktop support.
• Hands-on IMAC (Install, Move, Add, Change) experience.
• Proficiency in Windows, Linux, and Mac OS environments.
• Expertise in installing and troubleshooting MS Office and applications.
• Knowledge of network security practices and anti-virus programs.
• Expert-level administration of hardware and firmware.
• Experience managing assets and providing weekly status reporting.

Preferred Skills

• Any Graduate degree.

Key Skills

Education

Any Graduate