Senior Desktop Support Engineer L2

Desktop Engineer Job Responsibilities

• Provide comprehensive IT technical support to end users through phone calls, emails, ticketing systems, and chat-based support tools.
• Deliver both onsite (desk-side) and remote technical assistance to troubleshoot and resolve user issues efficiently.
• Diagnose and resolve technical issues related to Windows operating systems, Microsoft Outlook, Office applications, system performance, software installation, and desktop-related problems.
• Install, configure, maintain, and troubleshoot desktops, laptops, monitors, printers, scanners, and other IT peripherals.
• Manage and support user accounts, password resets, group memberships, and access permissions using Active Directory.
• Perform basic network troubleshooting, including issues related to DNS, DHCP, IP configuration, connectivity, LAN/Wi-Fi, and network access.
• Troubleshoot hardware-related problems and perform system assembly, disassembly, component replacement, and basic hardware upgrades when required.
• Install and configure operating systems, drivers, applications, security software, and required system updates.
• Create, update, prioritize, and close incidents and service requests using IT ticketing systems, ensuring issues are resolved within defined SLAs.
• Escalate complex technical issues to the appropriate L2/L3 support teams, network teams, application teams, or vendors and follow up until resolution.
• Coordinate effectively with end users, internal IT teams, and third-party vendors to ensure smooth resolution of technical issues.
• Maintain proper documentation of incidents, troubleshooting steps, resolutions, asset information, and user interactions.
• Assist with IT asset management, including tracking desktops, laptops, peripherals, and other IT equipment.
• Monitor and respond to customer satisfaction feedback, identify recurring issues, and take appropriate action to improve the overall user support experience.
• Follow organizational IT policies, security procedures, and standard troubleshooting processes while providing technical support.
• Ensure timely communication with users regarding the status, progress, and resolution of reported incidents and service requests.