Desktop Support Engineer L2 Job Description Template
As a Desktop Support Engineer L2, you will provide advanced support for desktop hardware, software, and network-related issues. You will handle escalated support tickets, perform troubleshooting, and maintain the organization's computing resources. This role requires strong problem-solving skills and a deep understanding of IT systems.
Responsibilities
- Provide advanced troubleshooting and resolution for desktop, laptop, and peripheral issues.
- Respond to and manage escalated support tickets, ensuring timely resolution.
- Install, configure, and maintain software and hardware components.
- Assist in the setup and support of network-related issues.
- Document support processes and resolutions in the ticketing system.
- Collaborate with other IT teams to resolve issues and improve support processes.
- Maintain knowledge of current IT trends and technologies.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 2-4 years of experience in desktop support or related IT role.
- Strong understanding of computer hardware, software, and networks.
- Ability to troubleshoot and resolve advanced technical issues.
- Excellent communication and interpersonal skills.
- Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
Skills
- Windows operating systems
- Mac OS
- Active Directory
- Microsoft Office Suite
- Remote desktop tools
- Network troubleshooting
- Hardware diagnostics and repair
- ITIL framework
Frequently Asked Questions
A Desktop Support Engineer L2 is responsible for providing advanced technical support to users experiencing issues with their computer systems. They handle complex problems that the first level support team cannot resolve. Their duties include troubleshooting hardware and software issues, maintaining system performance, and executing system updates. They may also create and manage user accounts, ensure data recovery, and maintain network connectivity.
To become a Desktop Support Engineer L2, one should start with a bachelor's degree in Computer Science, Information Technology, or a related field. Practical experience in technical support roles is crucial, as hands-on experience is highly valued. Certifications such as CompTIA A+, Microsoft Certified Systems Engineer (MCSE), or Cisco's CCNA can enhance your qualifications. Building strong problem-solving and communication skills is also necessary to excel in this career.
The average salary for a Desktop Support Engineer L2 varies based on factors like location, industry, and experience. Generally, individuals working in this position can expect a competitive salary with benefits such as healthcare and retirement plans. Additionally, working in metropolitan areas or for large corporations might offer higher compensation. Staying updated with relevant certifications can further positively impact salary prospects.
Qualifications for a Desktop Support Engineer L2 typically include a bachelor's degree in a relevant field such as Computer Science or Information Technology. Professional certifications like CompTIA A+, Microsoft Certified Professional (MCP), or Network+ are often required. Employers frequently seek candidates with proven experience in technical support environments, strong troubleshooting abilities, and excellent interpersonal skills to effectively assist and communicate with users.
A Desktop Support Engineer L2 must possess strong technical skills, including proficiency with operating systems, diagnostic tools, and network configurations. They should be adept at problem-solving and able to handle complex technical issues confidently. Key responsibilities involve managing hardware and software installations, ensuring optimal system performance, training end-users, and maintaining security protocols. Effective communication and detailed documentation are also essential for success in this role.