IT support engineer

1 month ago

palm beach, United States SISL Global Full time

Job Summary:

The L2 Desktop Support Technician is responsible for providing advanced technical support and

troubleshooting to end-users. This role involves addressing complex issues, maintaining hardware and

software systems, and ensuring optimal performance and user satisfaction.

Key Responsibilities:

 Provide second-level technical support for desktop/laptop hardware, software, and peripheral

issues.

 Diagnose and resolve advanced technical issues escalated from the L1 support team.

 Install, configure, and maintain operating systems, software applications, and system updates.

 Perform root cause analysis to identify recurring technical problems and develop solutions.

 Excellent in troubleshooting break/fix issues of windows and mac computers

 Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.

 Collaborate with IT team members on projects, upgrades, and implementations.

 Maintain accurate records of work performed, issues, and resolutions using the company's

ticketing system.

 Provide remote support and troubleshooting for users working from home or in the field.

 Train and mentor junior support technicians as needed.

 Ensure compliance with IT policies, security protocols, and best practices.

 Perform routine maintenance and inspections to ensure optimal performance of equipment

 Build and maintain strong relationships with end users and ensure user satisfaction

Qualifications:

 Associate's or Bachelor's degree in Information Technology, Computer Science, or related

field, or equivalent work experience.

 2-4 years of experience in a desktop support or similar role.

 Strong knowledge of Windows and Mac operating systems.

 Proficiency with Microsoft Office Suite and other common software applications.

 Experience with Active Directory, group policies, and user account management.

 Familiarity with remote desktop tools and support software.

 Excellent problem-solving and analytical skills.

 Strong communication and interpersonal skills.

 Ability to work independently and as part of a team.

 Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support

Technician (MCDST) are a plus

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