Desktop Support Engineer Level 2 (Backfill)

We are seeking a skilled Desktop Support Engineer (Band 2 / Level 2) to provide day-to-day local and remote desktop support. The ideal candidate will handle inbound support requests, troubleshoot hardware and software issues, document resolutions in a ticketing system, and ensure timely customer resolution. This role involves break-fix support, fault diagnosis, and working closely with internal teams and third-party vendors to maintain operational excellence., * Provide first and second-level technical support for end users.

• Troubleshoot and resolve hardware, software, and application issues.
• Log, update, and maintain incident and service request tickets.
• Install, configure, upgrade, and support Windows OS (XP, 7, 8.1, 10).
• Support Microsoft Office, Cisco Jabber, and approved desktop applications.
• Provide basic support for macOS/Apple devices.
• Install, maintain, and troubleshoot printers and peripheral devices.
• Perform preventative maintenance on desktops, laptops, and printers.
• Diagnose network connectivity and workstation-related issues using diagnostic tools.
• Work with third-party vendors for complex AV and technical issues.
• Provide clear communication regarding issue status and resolution.
• Support project-based work and perform other duties as assigned.

Do you have experience in macOS?, Do you have a Bachelor's degree?, * Bachelor's degree in Computer Science or related field (or equivalent experience).

• 2-3 years of experience in Windows Desktop Support or similar role.
• Strong knowledge of Windows 7-10 environments.
• Experience with Microsoft Active Directory and Group Policy (GPO).
• Familiarity with Microsoft Office 365.
• Experience with PC hardware installation and troubleshooting.
• Knowledge of enterprise antivirus solutions.
• Experience using helpdesk/ticketing systems.
• CompTIA A+, MCP, or similar certification preferred.
• Basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecom.
• Strong communication and customer service skills.