Description

Provide advanced L2/L3 technical support for end-user desktop hardware, software, and peripheral issues to minimize operational downtime.

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.

Preferred Skills

• Bachelor's degree in computer science, IT, or equivalent professional experience.

Key Skills

Education

Bachelor's degree