DESKTOP SUPPORT ENGINEERS L2 - SAUDI NATIONAL
Duncan & Ross · Jeddah, Saudi Arabia ·
- Category
- Support
- Experience
- 2+ years
The Desktop L2 Support Engineer provides advanced technical support for desktops, laptops, mobile devices, and peripherals. This role involves resolving escalated issues from Level 1 support, performing system upgrades, managing IT security protocols, and collaborating with other IT teams to ensure smooth technology operations.
KEY RESPONSIBILITIES:
- Advanced Troubleshooting:
- Resolve complex hardware, software, and network issues escalated from L1 support.
- Diagnose and fix problems related to operating systems, applications, and connectivity.
- System Management:
- Install, configure, and upgrade operating systems and applications.
- Manage desktop imaging solutions.
- Support Active Directory, Group Policy, and Exchange configurations.
- Security & Compliance:
- Assist in antivirus management, encryption, and patching.
- Ensure compliance with IT security standards.
- Collaboration & Escalation: Work closely with L1 support, system administrators, and network engineers.
- Escalate unresolved issues to L3 teams and vendors when necessary.
- Documentation & Training:
- Maintain detailed records of support activities and resolutions.
- Create knowledge base articles and technical documentation.
- Mentor and train L1 support staff.
- Project Participation:
- Contribute to IT projects, system upgrades, and technology rollouts.
- Support IT asset management and software license tracking.
QUALIFICATIONS:
- Education:
- Associate or bachelor's degree in IT, Computer Science, or related field.
- Experience:
- 2–4 years in desktop or IT support roles, with escalation experience.
- Technical Proficiency:
- Windows and macOS environments.
- Microsoft 365, Active Directory, DNS, DHCP, VPN.
- Remote desktop tools and ticketing systems (e.g., ServiceNow, Jira).
- Basic scripting (PowerShell, Bash) is a plus.
- Soft Skills:
- Strong communication and analytical skills.
- Ability to work independently and in cross-functional teams.
- Customer-focused with a proactive approach.
Vertical
Technology