Desktop Support Engineer L2 AE

The Band 1 Desktop Technician will provide day-to-day local and remote desktop support. They will receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve hardware, software, and application issues in a ticketing system. The candidate will also facilitate customer resolution for calls and engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. The Desktop Support Engineer provides break / fix fault diagnosis and resolution, offering fault analysis for various core operating systems and platforms, and supporting desktop fault resolution for the approved application suite.

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 upgrades and troubleshoot Windows XP, Windows 7, Windows 8.1, Windows 10, Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• Have basic knowledge of Mac OS to support Apple PC users.
• Install upgrades and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops, and printers.
• Perform remedial repairs on desktops, laptops, printers, and other authorized peripherals.
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware / software issues.
• Possess broad IT experience with a basic understanding of networks, servers, audio / visual, smart devices, and telecoms.
• Work in a project-based environment requiring flexibility and teamwork. Perform other duties as assigned.

Requirements

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