L2 Desktop Support Engineer

Job Description:

Position Responsibilities and Functions:

· Provide first/second-level contact and problem resolution for customer issues.

· Work with Third-Party Vendors to remediate complex AV issues as needed.

· Provide timely communication on issue status and resolution.

· Maintain ticket updates for all reported incidents.

· Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.

· Should have basic knowledge of Mac operating system, to support Apple pc users.

· Install, upgrade, support, and troubleshoot printers, and computer hardware.

· Performs general preventative maintenance tasks on computers, laptops, and printers.

· Performs remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment.

· Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.

· Broad experience in IT with a basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.

Requirements

Qualifications and Skills:

· Bachelor’s Degree or equivalent in Computer Science or related field.

· Good Written and Verbal Communication

· CompTIA A+, Microsoft Certified Professional (MCP) or better.

· Windows 7-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.

· Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
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