Desktop Support Engineer L2

Position Responsibilities and Functions

The Band 2 Desktop Technician will provide day to day localremote desktop support receive inbound calls answer questions troubleshoot and document steps performed to resolve challenges with hardware software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break Fix fault diagnosis and resolution. Providing fault analysis to customer s various core operating systems and platforms as well be able to provide support and apply desktop fault resolution for the approved application suite.

a) Provide first/second level contact and problem resolution for customer issues.

b) Work with Third Party Vendors to remediate complex AV issues as needed.

c) Provide timely communication on issue status an...