Desktop Support Engineer L2 Job Description Template
As a Desktop Support Engineer L2, you will be responsible for resolving complex technical issues, ensuring efficient operation of end-user systems, and providing exceptional support to internal staff. Your role involves advanced troubleshooting, system upgrades, and maintaining hardware and software components.
Responsibilities
- Provide advanced technical support and troubleshooting for end-user systems
- Diagnose and resolve hardware and software issues
- Perform system upgrades and configurations
- Maintain documentation of support requests and resolutions
- Collaborate with IT team members to ensure seamless technology integration
- Assist in training users on new systems and software
- Manage and prioritize multiple support requests
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field
- 2-4 years of experience in desktop support or similar role
- Proficiency with Windows and macOS operating systems
- Knowledge of network configurations and protocols
- Strong problem-solving skills and attention to detail
- Excellent communication and customer service skills
- Industry certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent
Skills
- Windows
- macOS
- Active Directory
- Microsoft Office Suite
- Hardware diagnostics
- Network troubleshooting
- Remote desktop tools
- IT infrastructure management
- Customer service
- Problem-solving
Frequently Asked Questions
A Desktop Support Engineer L2 provides advanced technical support for desktops, laptops, and related technological systems. Responsible for troubleshooting complex issues, they assist in hardware and software maintenance. They also ensure security standards are met and often partake in user training to prevent future technical problems.
To become a Desktop Support Engineer L2, one usually needs an IT-related degree or equivalent experience. Candidates often start in entry-level positions and require several years of experience in desktop support. Advanced knowledge in operating systems, software, and strong problem-solving skills are essential. Certifications like CompTIA A+ or Microsoft Certified Solutions Associate may enhance prospects.
The average salary for a Desktop Support Engineer L2 varies based on location, industry, and experience. Typically, professionals can expect to earn a competitive salary reflecting their expertise in managing complex IT issues. Additional benefits often include health insurance, retirement plans, and continued education opportunities to further career growth.
Qualifications for a Desktop Support Engineer L2 typically include a bachelor's degree in computer science or a related field. Candidates should possess strong problem-solving abilities and a thorough understanding of networking, operating systems, and software installation. Professional certifications like CompTIA Network+ can be advantageous in securing a position.
Key skills for a Desktop Support Engineer L2 include technical proficiency in troubleshooting hardware and software issues, strong communication abilities, and capability to manage network configurations. Responsibilities involve ensuring system security, handling escalated support issues, and providing user training. Proficiency in remote diagnostics and maintaining IT equipment are also crucial competencies.