Description
Responsibilities:Provide advanced technical assistance and support for end-users in resolving hardware and software issues.
Perform troubleshooting, diagnosis, and resolution of technical problems related to desktops, laptops, and peripherals.
Collaborate with Level 1 support to escalate and coordinate the resolution of complex issues.
Install, configure, and maintain desktop hardware, software, and related peripherals.
Conduct user training sessions to enhance their understanding of technology tools and applications.
Document all support activities and resolutions in the ticketing system.
Stay updated on the latest technologies and contribute to continuous improvement initiatives within the support team.
Requirements:
Proven experience as a Level 2 Deskside Support or similar role.
Strong knowledge of Microsoft Windows and Office Suite.
Proficient in troubleshooting hardware, software, and network issues.
Excellent customer service and communication skills.
Ability to prioritize and manage multiple tasks in a dynamic environment.
Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) is a plus.
Familiarity with ITIL framework and best practices.
Education:
Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.