Desktop Support Specialist

Desktop Support Specialist
Viseu
Viseu, Viseu District, Portugal

Job Summary:

The L2 Desktop Support Technician is responsible for providing advanced technical support and

troubleshooting to
- users. This role involves addressing complex issues, maintaining hardware andsoftware systems and ensuring optimal performance and user satisfaction.

Key Responsibilities:

- Provide
- level technical support for desktop/laptop hardware, software, and peripheral

issues.

- Diagnose and resolve advanced technical issues escalated from the L1 support team.

- Install, configure, and maintain operating systems, software applications, and system updates.

- Perform root cause analysis to identify recurring technical problems and develop solutions.

- Excellent in troubleshooting break/fix issues of windows and mac computers

- Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.

- Collaborate with IT team members on projects, upgrades, and implementations.

- Maintain accurate records of work performed, issues, and resolutions using the company's

ticketing system.

- Provide remote support and troubleshooting for users working from home or in the field.

- Train and mentor junior support technicians as needed.

- Ensure compliance with IT policies, security protocols, and best practices.

- Perform routine maintenance and inspections to ensure optimal performance of equipment

- Build and maintain strong relationships with end users and ensure user satisfaction

Qualifications:

- Associate's or bachelor’s degree in information technology, Computer Science, or related

field, or equivalent work experience.

- 2-4 years of experience in a desktop support or similar role.

- Strong knowledge of Windows and Mac operating systems.

- Proficiency with Microsoft Office Suite and other common software applications.

- Experience with Active Directory, group policies, and user account management.

- Familiarity with remote desktop tools and support software.

- Excellent
- solving and analytical skills.

- Strong communication and interpersonal skills.

- Ability to work independently and as part of a team.

- Relevant certifications such as Comp
TIA A+, Network+, or Microsoft Certified Desktop Support

Technician (MCDST) are a plus