What are the responsibilities and job description for the Desktop Support Engineer position at TECEZE?
Job Summary
The L2 Desktop Support Engineer provides second-level technical support for end-user computing environments. The role involves troubleshooting hardware, software, network, and operating system issues, ensuring minimal downtime and high customer satisfaction.
Key Responsibilities
- Provide Level 2 technical support for desktops, laptops, printers, and peripherals
- Troubleshoot Windows/macOS OS issues, application errors, and performance problems
- Handle hardware break/fix, replacements, and upgrades
- Resolve network-related issues (LAN, Wi-Fi, VPN connectivity)
- Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Manage Active Directory tasks: user account creation, password resets, group policy issues
- Install, configure, and maintain software and security patches
- Escalate unresolved issues to L3 teams/vendors with proper documentation
- Maintain and update tickets in the ITSM tool (ServiceNow, Remedy, Jira, etc.)
- Provide onsite support including desk-side assistance when required
- Follow ITIL processes and adhere to company policies
Required Skills & Qualifications
- Strong knowledge of Windows 10/11 and basic macOS support
- Hands-on experience with Active Directory, DNS, DHCP
- Good understanding of network troubleshooting concepts
- Experience with hardware troubleshooting (desktops, laptops, printers)
- Familiarity with ticketing tools and ITIL practices
- Excellent communication and customer service skills
Preferred Skills
- Experience supporting remote users
- Knowledge of SCCM, Intune, or JAMF
- Basic scripting (PowerShell)
- Certifications such as ITIL, CompTIA A , Network