Job Title: L2 Desktop Engineer

Job Description:

We are seeking an experienced L2 Desktop Engineer with expertise in Mac OS, Windows OS, basic networking, asset management, audio-video systems, MDM solutions, and Google Workspace. The ideal candidate will be responsible for troubleshooting, supporting, and maintaining the end-user computing environment for a diverse workforce. You will provide technical assistance, manage desktop environments, ensure seamless integration of hardware and software, and support all aspects of the user experience.

Key Responsibilities:

1. Desktop Support (Mac & Windows OS):

• Provide technical support for desktop/laptop issues for both Mac OS and Windows-based systems.
• Install, configure, and troubleshoot operating systems, software, and hardware.
• Perform regular system updates, patch management, and configuration changes to ensure security compliance.

1. Networking Support:

• Basic troubleshooting of network issues related to LAN, Wi-Fi, VPN, and Internet connectivity.
• Assist users with network settings and ensure smooth integration of devices into the company network.
• Ensure reliable connectivity and performance of end-user systems within the organization’s network.

1. Asset Management:

• Maintain accurate records of hardware and software assets using asset management tools.
• Track inventory and ensure timely replacement or decommissioning of outdated hardware.
• Coordinate with procurement teams for purchasing, receiving, and deploying new devices.

1. Audio-Video (A/V) Support:

• Provide support for conference room technology, including projectors, video conferencing tools, audio equipment, and related hardware.
• Troubleshoot A/V systems and ensure seamless meetings and presentations.

1. MDM (Mobile Device Management):

• Manage mobile devices using MDM tools (e.g., JAMF, Intune, or similar).
• Enroll and configure mobile devices (iPhones, iPads, etc.) for employees, ensuring security policies are enforced.
• Provide troubleshooting and support for mobile devices and apps.

1. Google Workspace Administration:

• Assist with the configuration, management, and troubleshooting of Google Workspace (formerly G Suite) tools (Gmail, Google Drive, Google Meet, etc.).
• Set up user accounts, manage groups, and support users with any Google Workspace-related issues.
• Monitor and resolve issues related to Google Workspace services, syncing, and permissions.

1. End-User Support:

• Provide excellent customer service to end users, addressing and resolving technical issues in a timely manner.
• Offer on-site and remote support as needed, ensuring minimal disruption to employee productivity.
• Document all issues, solutions, and procedures in a knowledge management system for future reference.

1. Incident & Problem Management:

• Ensure the proper escalation of unresolved issues to higher-level engineers or management.
• Identify recurring problems and suggest improvements to enhance the end-user computing environment.
• Participate in root cause analysis and problem-solving for recurring desktop-related issues.

1. Security and Compliance:

• Ensure all systems are compliant with internal security standards and policies.
• Regularly monitor and update systems for vulnerabilities, applying necessary patches and updates.
• Enforce security policies for both desktop and mobile devices, including encryption and multi-factor authentication (MFA).

Required Skill Set:

1. Operating Systems:

• Proficiency in Mac OS and Windows OS (installation, configuration, and troubleshooting).
• Experience with cross-platform issues and integrations between Mac and Windows systems.

1. Networking:

• Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• Ability to troubleshoot network connectivity issues on both local and remote setups.

1. Mobile Device Management (MDM):

• Experience with MDM tools such as Jamf, Intune, or similar solutions.
• Ability to configure and manage mobile devices, ensuring security and functionality.

1. Audio-Video (A/V) Knowledge:

• Familiarity with audio-video equipment used in conference rooms (e.g., microphones, cameras, projectors, and video conferencing tools).
• Troubleshooting skills for A/V hardware and software used for meetings and presentations.

1. Google Workspace:

• Knowledge of Google Workspace tools (Gmail, Google Drive, Google Docs, Google Meet, etc.).
• Experience with user management and troubleshooting in the Google Admin Console.

1. Asset Management:

• Experience with asset management systems (e.g., ServiceNow, Snipe-IT, or similar).
• Ability to track hardware and software assets, manage inventory, and handle procurement processes.

1. Customer Support:

• Excellent troubleshooting and communication skills.
• Ability to provide efficient and courteous support to end users.
• Experience in remote troubleshooting tools (e.g., TeamViewer, AnyDesk).

1. Security:

• Understanding of basic security principles for desktop and mobile devices (e.g., encryption, endpoint protection).
• Experience with enforcing security policies on both desktop and mobile environments.

1. Documentation:

• Strong organizational skills and attention to detail.
• Ability to document processes, solutions, and troubleshooting steps in a knowledge base.

Desired Qualifications:

• Certifications: ITIL Foundation, CompTIA A+, Microsoft Certified: Windows 10, Apple Certified Support Professional (ACSP), or equivalent.
• Experience: Minimum of 3-5 years of experience in desktop support, with at least 1 year focusing on both Mac and Windows environments.
• Soft Skills: Strong problem-solving skills, ability to work independently, and collaborate effectively in a team environment.