OverviewIT Support Engineer - L2 at AVASO Technology Solutions – The Band 2 – Desktop Technician provides day-to-day local remote desktop support, receives inbound calls, answers questions, troubleshoots and documents steps to resolve hardware, software and application issues in a ticketing system. The candidate facilitates customer resolution for calls and engages supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer performs break/fix, fault diagnosis and resolution, and provides fault analysis for core operating systems and platforms, applying desktop fault resolution for the approved application suite. Ideal candidate should have 2-3 years of experience in Windows Desktop support.ResponsibilitiesProvide 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 Windows operating systems (XP, Windows 7, Windows 8.1, Windows 10) and Microsoft Office; support associated applications (e.g., Cisco Jabber).Support Mac operating systems to assist Apple PC users.Install, upgrade, and troubleshoot printers and computer hardware.Perform general preventative maintenance tasks on computers, laptops, printers, and peripherals.Perform remedial repairs on desktops, laptops, printers and other authorized peripheral equipment.Be flexible to work in a project-based environment requiring teamwork; perform other duties as assigned.QualificationsBachelor’s degree or equivalent in Computer Science or related field.CompTIA A+, Microsoft Certified Professional (MCP) or better.Minimum of 18 months IT experience.Experience with Windows 7-10, Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise antivirus solutions, and helpdesk ticketing systems.Mobile device management including iOS and Android, enterprise encryption solutions, Windows PC/laptop management via Active Directory.Proven analytical, troubleshooting, and problem-solving skills.Proven ability to multi-task, prioritize effectively and meet SLAs.Excellent communication, relationship-building and internal customer service skills.Adaptable and flexible in a fast-changing environment.Willing to work off-hours and weekends when required for projects or emergency support.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionInformation TechnologyIndustriesIT Services and IT Consulting
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