Desktop Support Engineer L2 Job Description Template
In this role, the Desktop Support Engineer L2 will be responsible for troubleshooting and resolving advanced technical issues, deploying software, managing hardware, and ensuring optimal performance of IT systems. The candidate will also be responsible for mentoring junior support staff and contributing to IT projects.
Responsibilities
- Provide advanced technical support to end-users for hardware, software, and network-related issues.
- Troubleshoot and resolve complex technical issues, ensuring minimal downtime.
- Deploy and configure software applications and operating systems.
- Manage and maintain hardware components including desktops, laptops, and peripheral devices.
- Document and track incidents, resolutions, and service requests in the ticketing system.
- Work closely with other IT teams to escalate and resolve issues promptly.
- Ensure compliance with company IT policies and procedures.
- Assist in the training and mentoring of junior support staff.
- Participate in IT projects and initiatives, contributing technical expertise.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 3+ years of experience in desktop support or a similar role.
- Advanced knowledge of Windows and macOS operating systems.
- Strong understanding of network concepts and troubleshooting techniques.
- Excellent problem-solving skills and attention to detail.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
Skills
- Windows OS
- macOS
- Active Directory
- Microsoft Office Suite
- Remote Desktop Services
- VPN troubleshooting
- Networking
- Hardware diagnostics
- Ticketing systems
- Customer service skills
Frequently Asked Questions
A Desktop Support Engineer L2 is responsible for troubleshooting and resolving complex IT issues that cannot be solved at the first level. They handle escalations, configure hardware and software, and manage system updates. They also provide technical guidance to junior support staff and may be involved in system administration tasks. This role requires strong problem-solving skills and a good understanding of IT infrastructure.
To become a Desktop Support Engineer L2, individuals typically start in an entry-level IT role and gain experience in hardware and software support. Essential qualifications include a degree in IT, computer science, or a related field, as well as certifications like CompTIA A+, Microsoft Certified Solutions Expert (MCSE), or similar credentials. Experience with troubleshooting, network configuration, and knowledge of operating systems is crucial.
The average salary for a Desktop Support Engineer L2 varies depending on location, experience, and industry. Typically, this role offers a competitive salary that reflects the technical expertise and responsibilities involved. Salary can be influenced by factors such as certifications held, the complexity of the IT environment, and the size of the organization. Researching current industry trends can provide a more accurate estimate.
Qualifications for a Desktop Support Engineer L2 often include a degree in information technology, computer science, or a related field. Professional certifications like CompTIA A+, Network+, or Microsoft-related certifications are highly beneficial. Additionally, several years of experience in IT support roles, demonstrating skills in troubleshooting and problem-solving, are typically required for this level position.
A Desktop Support Engineer L2 must possess advanced technical skills, including proficiency in operating systems, software applications, and network configurations. Key responsibilities include resolving technical issues, managing data backups, and performing system updates. Good communication skills are needed for liaising with users and documenting solutions. Analytical skills and the ability to work under pressure are essential for success in this role.