Desktop Support Engineer 2

Project: DSS Resources De-Merger Activity
Support Level: DSS Band 2 / Tier 2 IT Support

Job Summary

We are looking for a Desktop Support Engineer to provide Tier 2 IT support during the organization's de-merger activity. The role involves handling escalations from the Global Service Desk and Site Operations, troubleshooting end-user technical issues, maintaining SLA compliance, and ensuring a high level of customer satisfaction.

Key Responsibilities

• Provide Tier 2 IT support and act as an escalation point for the Global Service Desk and Site Operations teams.
• Install, configure, and troubleshoot computer hardware, operating systems, and applications.
• Provide technical support for printers, mobile phones, and Cisco handsets.
• Assist end users, primarily through face-to-face support, with system setup, configuration, and issue resolution.
• Act as the focal point for conferencing-related issues, global company meetings, and town halls.
• Record, track, and document troubleshooting activities, actions taken, and final resolutions.
• Manage technical issues and work on them until resolution or escalate them to the appropriate third-party support team.
• Identify opportunities to improve Tier 2 resolution rates and support efficiency.
• Provide VIP support to executives below C-suite level.
• Prioritize and manage walk-up counter support while handling multiple user requests simultaneously.
• Perform IT security remediation activities and manage customer escalations.
• Support the administration and maintenance of the computing environment.
• Coordinate and manage cases with external support providers, including Cisco Technical Assistance Center (TAC).
• Follow established Service Level Agreement (SLA) guidelines and maintain high customer satisfaction.
• Perform other related duties consistent with the scope and requirements of the position.

Key Skills and Competencies

• Strong troubleshooting and problem-solving skills.
• Experience in desktop support and Tier 2 IT operations.
• Good communication and end-user support skills.
• Ability to manage multiple incidents and prioritize requests effectively.
• Strong documentation, escalation, and customer service skills.
• Ability to work independently and coordinate with internal and external support teams.
• Understanding of IT security remediation and SLA-driven support processes.

Role Expectations

The candidate should be customer-focused, proactive, and capable of handling technical escalations, VIP support, and walk-up support requests while ensuring timely issue resolution and adherence to established SLAs.