Desktop Support Engineer L2
Technical Support Engineer – Level 2
We are looking for a Technical Support Engineer - Level 2 to maintain the client's IT environment and assist end users with technical issues, as well as monitor the operation of the network, computers, and peripherals.
Main responsibilities:
· Providing on-site and on-the-job support for end users
· Complete incidents and requests within SLA, even in a stressful environment
· Install, configure and troubleshoot standard “Gold” image of client computers and laptops, applications and hardware
· Daily updating of tickets in the system
· Support for meeting equipment and video conferencing systems
· Support for printers, scanners and other peripherals
· Support for mobile devices such as iPads, iPhones and Android
· Backup and restore user data if necessary during an incident
· “Smart hands” support for equipment in data centers according to SLA (in certain locations)
· Assist in diagnosing problems in data centers as directed by the client's technical support
· Replacement of defective components in data centers (e.g. module, cables, etc.)
· Daily change of archive tapes according to local procedure
· Import/export of archival tapes into libraries according to client instructions
Requirements :
· Excellent customer service skills and presentable appearance
· Independent and proactive thinking
· Skills for building effective relationships with the team and other departments
· Compliance with professional and ethical standards
· Ability to work independently without supervision and take initiative
· Organization and ability to properly prioritize
· Ability to solve complex user problems
· Basic management skills: planning, analysis, innovation
· Good communication skills – oral, written and over the phone
· Skills for building sustainable relationships with clients, colleagues and partners
· Ability to work in a local, global or virtual team
· Experience using a ticketing system (Call Logging)
· Good working knowledge of Windows 7/10 and Microsoft Office
· Experience with supporting MAC devices will be considered an advantage
· Knowledge of Android and iOS mobile devices
· Knowledge of modern and older hardware platforms
· Experience with building, configuring and maintaining computers and laptops
· Knowledge of Microsoft SCCM
· Ability to replace defective parts according to customer instructions
· Experience with installation and diagnostics of equipment in data centers (Rack & Stack, cabling)
· Excellent command of English and Bulgarian is required
Certifications (advantage):
· CompTIA (eg A+, Network+)
· Microsoft (e.g. MCP, MCITP, MCSE – completed or in the process of completion)
Working hours:
Monday – Friday , from 08:00 to 17:00 , on site
If you wish, I can format the text as a professional ad in PDF format with the Excis logo . Is that what you want?
