Desktop Support Engineer L2

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JOB DESCRIPTION
i. Job Description
a) The Band 2 – Desktop Technician will provide day to day local emote
desktop support, receive inbound calls, answer questions, troubleshoot and
document steps performed to resolve challenges with hardware, software and
application issues in a ticketing system. The candidate will also need to
facilitate customer resolution for calls and engage their supervisors and
managers to ensure operational consistency across all shifts within the IT
Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis
and resolution. Providing fault analysis to customer’s various core operating
systems and platforms, as well be able to provide support and apply desktop
fault resolution for the approved application suite. Ideal candidate should have
2-3 years’ experience in Windows Desktop support.
ii. Position Responsibilities and Functions
a) Provide first/second level contact and problem resolution for customer
issues.
b) Work with Third Party Vendors to remediate complex AV issues as
needed.
c) Provide timely communication on issue status and resolution.
d) Maintain ticket updates for all reported incidents.
e) Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1,
Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized
desktop application.
f) Should have basic knowledge of Mac operating system, to support Apple
pc users.
g) Install, upgrade, support and troubleshoot for printers, computer hardware.
h) Performs general preventative maintenance tasks on computers, laptops,
printers.
i) Performs remedial repairs on Desktops, laptops, printers and any other
authorized peripheral equipment.
j) Use diagnostic tools to troubleshoot problems associated with network
connectivity, and workstation hardware/software.
k) Broad experience of IT with basic understanding of Networks, Servers,
Audio/Visual, Smart Devices and Telecoms.
l) This position requires the ability to work in a project-based environment
requiring flexibility and teamwork. Performs other duties as assigned.
iii. Candidate Required Minimum Qualifications and Skills
a) Bachelor’s Degree or equivalent in Computer Science or related field.
b) CompTIA A+, Microsoft Certified Professional (MCP) or better.
c) Minimum of 18 months years of IT experience.
d) Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365,
PC hardware installation and troubleshooting, Enterprise anti-virus solutions,
Helpdesk ticketing systems.
e) Mobile device management including IOS and Android devices, Enterprise
encryption solutions, Windows PC/laptop management via Active Directory.
f) Proven analytical, troubleshooting and problem-solving skills.
g) Proven ability to multi-task, effectively determine priorities and meet SLA’s.

h) Excellent communication relationship-building and internal customer service
skills.
i) Adaptable and flexible in a fast-changing industry and work environment.
j) Willing to work off-hours and weekends when required for projects or
emergency support.
In addition, the Band 2 Technician will mentor and assist Band 1 technicians in their
work and provide support to Band 3 Engineers in resolving tickets.
JOB skills
Job Requirements
The IT Senior Engineer/Team Lead shall provide oversight to ensure that information
systems and infrastructure are in accordance with defined requirements, ensure
established processes are followed and that requirements management practices
are in place and conform to system standards. The IT Team Lead shall work on-site
and may be required to travel to locations to support meetings or other activities in
support of assigned work. Taking direction from the Operations manager, the
incumbent provides a full range of services essential for the operation of client

computers and peripherals that are maintained by Local Services. This is a senior-
level technical position, requiring a wide variety of experience in supporting

technology in a complex environment. The incumbent will have demonstrated
advanced, in-depth experience with implementing; configuring and supporting
Windows based computers. In-depth proficiency and knowledge and hands-on
experience supporting servers and network technology is also required to be
successful in this position. The incumbent will provide work guidance or orientation
for non-routine procedures, complex issues, and implementation. Duties include
level 2 and 3 support of IT applications, products and services; configuring, installing,
and securing computer hardware, software, servers and peripherals. Updates the
technical inventory database and tracking system to reflect current request status
and builds an array of technical documentations.
The incumbent will research, analyze, pilot and repair complex computer hardware
and software problems; will have strong skills in customer service, communication
and collaboration in team environment supporting techs to resolve complex
problems. An in-depth knowledge and demonstrated expertise of desktop systems
and their interaction with infrastructure including network, servers, identity
management and other integrated technologies is required. The incumbent must
have experience implementing and supporting complex, integrated systems. Work is
subject to general review and approvals of the supervisor(s).
Position Responsibilities
a) Exceptional communication skills.
b) Knowledgeable about current Microsoft Office Suites.
c) Familiar with backup technologies (VEEAM, Crash plan, Veritas NetBackup
etc.).
d) Familiar with anti-virus technologies (McAfee ePO / Symantec Endpoint
Protection, AV Defender, etc.).
e) Familiar with software deployment technologies (SCCM, Altiris, Ghost, any
repackaging tools).
f) Knowledgeable about basic networking (TCP/IP, DNS, routing, sub netting).

g) Familiar with remote access technologies (VPN, dial-up, terminal services).
h) Knowledgeable about current Microsoft Windows operating systems.
i) Thorough understanding of hardware and peripherals with experience
supporting Microsoft operating systems in a networked environment; Windows
7 and above.
j) Experience and skill administering enterprise Microsoft SCCM.
k) Excellent verbal and written communication skills.
l) Self-starter and ability to manage own time effectively.
m) Strong organization skills.
Minimum Qualifications
a) 4-year Bachelor’s degree.
b) Relevant certifications (MCP, CCNA, etc.)
c) Experience in customer service
d) Proven analytical, troubleshooting and problem- solving skills.
e) 4-5 years of technical support or 2 - 3 years’ junior system administrator
experience.

Contract length: 12 months

Job Type: Contract

Salary: €1,997.00 - €2,432.00 per month

Schedule:

• Day shift

Work Remotely:

• No