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For Companies At a Glance
- Tasks: Provide advanced tech support and troubleshoot issues for end-users.
- Company: Join a dynamic IT team focused on user satisfaction and optimal performance.
- Benefits: Enjoy flexible work options, training opportunities, and a collaborative environment.
- Why this job: Be part of a supportive culture that values problem-solving and innovation.
- Qualifications: An IT degree or relevant experience is required; basic hardware skills are a plus.
- Other info: Opportunity to mentor junior techs and grow your career in IT.
The predicted salary is between 28800 - 43200 £ per year.
The L2 Desktop Support Technician is responsible for providing advanced technical support and troubleshooting to end-users. This role involves addressing complex issues, maintaining hardware and software systems and ensuring optimal performance and user satisfaction.
Key Responsibilities:
- Provide second-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 or bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience.
- Basic racking and stacking skills.
End User Support Specialist employer: Career Wallet
Contact Detail:
Career Wallet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land End User Support Specialist
✨Tip Number 1
Familiarise yourself with common troubleshooting techniques for both Windows and Mac systems. Being able to demonstrate your knowledge in diagnosing and resolving issues during an interview can set you apart from other candidates.
✨Tip Number 2
Brush up on your networking skills, especially regarding LAN/WAN, Wi-Fi, and VPN connectivity. Understanding these concepts will not only help you in the role but also impress the interviewers with your technical depth.
✨Tip Number 3
Prepare examples of past experiences where you've successfully resolved complex technical issues or improved user satisfaction. Real-life scenarios can showcase your problem-solving abilities and customer service skills effectively.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during your interview process.
We think you need these skills to ace End User Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, particularly with desktop and laptop hardware and software. Include specific examples of troubleshooting complex issues and any experience with Windows and Mac systems.
Craft a Strong Cover Letter: In your cover letter, express your passion for providing excellent end-user support. Mention your ability to diagnose and resolve technical issues and your experience with network connectivity problems. Personalise it to reflect why you want to work specifically for the company.
Showcase Relevant Skills: Clearly list your technical skills related to the job description, such as familiarity with ticketing systems, root cause analysis, and any experience mentoring junior technicians. This will demonstrate your capability to fulfil the role effectively.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial in a technical support role.
How to prepare for a job interview at Career Wallet
✨Showcase Your Technical Skills
Be prepared to discuss your experience with desktop and laptop hardware, as well as your troubleshooting skills for both Windows and Mac systems. Highlight specific examples of complex issues you've resolved in the past.
✨Demonstrate Problem-Solving Abilities
Employ the STAR method (Situation, Task, Action, Result) to explain how you've diagnosed and resolved technical problems. This will help interviewers see your analytical thinking and root cause analysis skills in action.
✨Emphasise Communication Skills
As an End User Support Specialist, you'll need to communicate effectively with users who may not be tech-savvy. Practice explaining technical concepts in simple terms and be ready to share examples of how you've trained or mentored others.
✨Familiarise Yourself with IT Policies
Understand the importance of compliance with IT policies and security protocols. Be ready to discuss how you ensure adherence to these standards in your previous roles, as this shows your commitment to best practices in IT support.
