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For Companies At a Glance
- Tasks: Provide advanced tech support and troubleshoot complex issues for users.
- Company: Join a dynamic IT team focused on user satisfaction and optimal performance.
- Benefits: Enjoy remote 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 equivalent experience is required; basic racking skills are a plus.
- Other info: Opportunity to mentor junior technicians and grow your tech skills.
The predicted salary is between 28800 - 48000 £ 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.
Locations
Specialist Support Officer (Permanent) employer: SISL Global
Contact Detail:
SISL Global Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Specialist Support Officer (Permanent)
✨Tip Number 1
Familiarise yourself with common desktop support tools and software. Being well-versed in ticketing systems and remote support applications can give you an edge during the interview process.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for Windows and Mac systems. Prepare to discuss specific examples of complex issues you've resolved in the past, as this will demonstrate your expertise.
✨Tip Number 3
Network connectivity is a key part of this role, so make sure you understand LAN/WAN, Wi-Fi, and VPN configurations. Being able to explain these concepts clearly can set you apart from other candidates.
✨Tip Number 4
Showcase your ability to work collaboratively with IT teams. Be ready to share experiences where you've successfully worked on projects or upgrades, highlighting your teamwork and communication skills.
We think you need these skills to ace Specialist Support Officer (Permanent)
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. Emphasise any specific skills related to troubleshooting Windows and Mac computers.
Craft a Strong Cover Letter: In your cover letter, explain why you are interested in the Specialist Support Officer role. Mention your problem-solving skills and any experience you have with network connectivity issues or mentoring junior technicians.
Showcase Relevant Qualifications: Clearly list your educational background and any certifications related to IT or computer science. If you have equivalent work experience, be sure to detail that as well, especially if it relates to the responsibilities outlined in the job description.
Highlight Soft Skills: In addition to technical skills, emphasise your ability to build relationships with end users and ensure their satisfaction. Mention any experience you have in training or mentoring others, as this is a key aspect of the role.
How to prepare for a job interview at SISL Global
✨Showcase Your Technical Skills
Be prepared to discuss your experience with desktop and laptop hardware, software, and troubleshooting. Highlight specific examples where you've resolved complex issues, especially those related to Windows and Mac systems.
✨Demonstrate Problem-Solving Abilities
Expect to be asked about how you approach diagnosing and resolving technical problems. Share your thought process during a root cause analysis and provide examples of solutions you've implemented in the past.
✨Emphasise Team Collaboration
Since this role involves working closely with IT team members, be ready to discuss your experience collaborating on projects or upgrades. Mention any instances where your teamwork led to successful outcomes.
✨Prepare for User Interaction Scenarios
As user satisfaction is key, think of examples where you've built strong relationships with end users. Be ready to discuss how you handle remote support and ensure users feel valued and supported.
