L2 Level Support: Deskside Basic Maintenance, Support
- Advanced troubleshooting:
- Analyzing and resolving escalated issues related to desktop hardware, software, network connectivity, and peripherals that require more in-depth technical knowledge than L1 support can handle.
- System image management:
- Maintaining a standard system image on user workstations, including software updates, security patches, and application installations.
- Hardware and software inventory tracking:
- Managing hardware and software licenses, including asset tracking, procurement, and disposal
- On-site support:
- Visiting user workstations to diagnose and resolve complex issues that cannot be resolved remotely
- User training:
- Providing technical guidance and training to end users on proper software usage and troubleshooting techniques
- Incident management:
- Documenting and managing support tickets within a ticketing system, escalating critical issues to L3 support when necessary
Required skills and qualifications:
- Strong understanding of Windows operating systems (Windows 10, 11)
- Proficiency in troubleshooting common desktop hardware issues (CPU, RAM, hard drive, peripherals)
- Knowledge of network protocols (TCP/IP, DNS) and basic network troubleshooting
- Familiarity with common office applications (Microsoft Office suite)
- Experience with desktop imaging tools and deployment methods
- Excellent problem-solving and analytical skills
- Strong communication and interpersonal skills to interact effectively with users at all levels
- Experience with ticketing systems and IT service management practices