Description

You will provide advanced L2/L3 technical support for end-user desktop hardware, software, and peripheral issues, minimizing operational downtime.

Responsibilities

• Deliver L2 and L3 support for desktop hardware, software, and peripheral issues.
• Oversee daily IT functions, including system health monitoring and workstation deployments.
• Manage incidents, service requests, and changes adhering to ITIL best practices.
• Install, configure, and upgrade operating systems (Windows/macOS) and enterprise software.
• Identify recurring technical bottlenecks and conduct root cause analysis (RCA).

Required Skills

• Minimum 6 years in Desktop Support or IT Operations within an enterprise setting.
• Expert diagnostic skills for hardware (laptops, desktops, printers) and software (Office 365, Teams).
• In-depth knowledge of Windows 10/11 and macOS environments.
• Comprehensive understanding of the ITIL lifecycle (Incident, Request, Change, Problem Management).
• Familiarity with ITSM tools like ServiceNow or Jira Service Management.
• Experience with endpoint management solutions such as SCCM or Jamf.
• Basic understanding of TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
• Bachelor's degree in computer science, IT, or equivalent professional experience.

Key Skills

Education

Bachelor's degree