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Job Overview: As a Senior Desktop Engineer (Level 2), you will be responsible for maintaining and optimizing laptop environments across the organization. This role requires a deep understanding of hardware, software, and networking systems. You will be a key player in troubleshooting advanced issues, mentoring junior staff, and ensuring seamless IT operations to support our business objectives.
Responsibilities:
Install, configure, and maintain laptop desktop systems and applications, ensuring all systems are operational and meet the company standards.
Provide L2 support for troubleshooting complex desktop issues escalated by first-level support, involving both hardware and software problems.
Manage the deployment of new laptop, applications, and software updates.
Collaborate with network engineers and system administrators to ensure efficient operation of the company's desktop computing environment.
Document incident resolutions and maintain updated records in the IT asset management system.
Lead projects for software and hardware migrations and updates.
Ensure compliance with security standards and protocols, particularly relating to antivirus software and firewalls.
Monitor system performance and recommend upgrades when necessary.
Participate in the testing of new software and hardware for compatibility with existing systems.
Qualifications:
BCA/ BE / BTech
At least 3-5 years of experience in desktop support, including significant experience in a second-level support role.
Advanced knowledge of desktop operating systems, such as Windows, macOS, and Linux.
Proficient in managing and troubleshooting Active Directory and network services.
Experience with desktop imaging and deployment tools like SCCM, Intune, or similar.
Excellent problem-solving skills and ability to manage complex issues in a high-pressure environment.
Strong communication and interpersonal skills, capable of mentoring team members and interacting with non-technical users.
Certifications such as CompTIA A+, Microsoft Certified Solutions Expert (MCSE), or Cisco Certified Network Associate (CCNA) are preferred.