Desktop Support Engineer L2 Job Description Template
The Desktop Support Engineer L2 is responsible for providing advanced technical support for hardware and software issues within the organization. This role involves troubleshooting problems, performing hardware repairs, and assisting with software installations and updates. You will work closely with Level 1 support staff to resolve more complex issues.
Responsibilities
- Provide advanced technical support for desktop and laptop issues.
- Diagnose and resolve hardware and software problems.
- Assist with the installation and configuration of operating systems and applications.
- Perform hardware upgrades, replacements, and repairs.
- Collaborate with Level 1 support staff to escalate and resolve complex issues.
- Document issues and resolutions in the ticketing system.
- Maintain security and compliance with company IT policies.
- Provide training and guidance to end-users.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field.
- 3+ years of experience in desktop support or a related technical role.
- Strong knowledge of Windows and Mac operating systems.
- Experience with hardware troubleshooting and repair.
- Familiarity with network troubleshooting and basic network configurations.
- Excellent problem-solving and communication skills.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Solutions Associate) are a plus.
Skills
- Windows OS
- Mac OS
- Active Directory
- MS Office Suite
- Hardware diagnostics and repair
- Network troubleshooting
- Ticketing systems
- Customer service
- Communication
- Problem-solving
Frequently Asked Questions
A Desktop Support Engineer L2 is responsible for providing advanced technical support and troubleshooting for hardware, software, and network issues. They handle escalated support requests from Level 1, maintain system stability, and ensure efficient functioning of desktop systems. Their role includes installing software updates, resolving complex IT issues, and liaising with IT teams for seamless operations.
To become a Desktop Support Engineer L2, one usually needs at least a bachelor's degree in IT or a related field. Prior experience as a Level 1 engineer or similar role is crucial. Certifications like CompTIA A+, Microsoft Certified Solutions Expert (MCSE), or Cisco Certified Network Associate (CCNA) can enhance prospects. Skills in troubleshooting, networking, and strong communication are essential.
The average salary for a Desktop Support Engineer L2 varies depending on factors such as location, industry, and experience level. Typically, they can expect to earn a competitive salary that reflects their expertise in technical support and problem-solving abilities. IT companies and large organizations often offer attractive compensation packages to skilled Desktop Support Engineers.
A Desktop Support Engineer L2 typically needs a bachelor's degree in computer science, information technology, or related fields. Relevant certifications, such as CompTIA Network+, Cisco Certified Network Associate (CCNA), and Microsoft Certified Professional (MCP), are highly beneficial. Strong knowledge of operating systems, network configurations, and customer service skills are valuable assets.
A Desktop Support Engineer L2 must possess strong analytical and problem-solving skills to manage IT issues efficiently. Key responsibilities include troubleshooting hardware/software issues, supporting network configurations, and providing advanced technical assistance. Effective communication skills are vital for liaising with other IT staff and users to ensure smooth system operations.