Desktop Support Engineer 2

Required Qualifications & Skills Experience

• 4+ years of hands-on experience in IT technical support, desktop support, or production support roles.

Technical Skills

• Operating Systems: Advanced proficiency in Windows, Linux/Unix, and macOS.
• Networking & Protocols: Solid understanding of TCP/IP, DNS, DHCP, VPN, and firewall fundamentals.
• Directory & Productivity Services: Active Directory, Group Policy (GPO), Microsoft 365, and enterprise mail clients.
• Ticketing & Monitoring Tools: Experience with enterprise ticketing systems (e.g., Jira, ServiceNow) and monitoring suites

Key Responsibilities

• Incident & Escalation Management: Investigate, diagnose, and resolve escalated L1 support tickets within defined Service Level Agreements (SLAs).
• In-Depth Troubleshooting: Analyze system logs, error codes, database queries, and network packets (e.g., using tools like Wireshark, Splunk, or Elastic) to isolate root causes.
• System & Environment Maintenance: Support OS troubleshooting (Windows, Linux, macOS), hardware/software configurations, Active Directory, and Office 365/cloud subscriptions
• Collaboration & Escalation: Package detailed diagnostic data, log files, timelines, and reproduction steps when escalating unresolved issues to L3 developers or infrastructure teams.
• Knowledge Sharing & Documentation: Update the internal knowledge base, document standard operating procedures (SOPs), and mentor or train L1 technicians.
• On-Call & Shift Rotations: Participate in rotational on-call duties, after-hours support, or 24/7/365 coverage for high-priority (P1/P2) incidents