Desktop Support Engineer - L2

October 20

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Description

• Provide technical assistance to clients • Help install, upgrade and troubleshoot hardware and software systems • Ensure prompt and accurate customer service to increase client satisfaction • Address user tickets regarding hardware, software and networking • Walk customers through installing applications and computer peripherals • Ask targeted questions to diagnose problems • Guide users with simple, step-by-step instructions • Conduct remote troubleshooting • Test alternative pathways until resolving an issue • Customize desktop applications to meet user needs • Record technical issues and solutions in logs • Direct unresolved issues to the next level of support personnel • Follow up with clients to ensure their systems are functional • Report customer feedback and potential product requests • Help create technical documentation and manuals

Requirements

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role • Hands-on experience with Windows/Linux/Mac OS environments • Working knowledge of office automation products and computer peripherals, like printers and scanners • Knowledge of network security practices and anti-virus programs • Ability to perform remote troubleshooting and provide clear instructions • Excellent problem-solving and multitasking skills • Customer-oriented attitude