IT Support Engineer – Level 2 (Desktop Support)

About the role

The Band 2 Desktop Technician provides day‑to‑day local and remote desktop support, handling inbound calls, troubleshooting hardware, software and application issues, and documenting all actions in a ticketing system. The role ensures consistent operational service across all shifts within the IT Support Centre.

Key responsibilities

• Deliver first‑ and second‑level contact and problem resolution for desktop users.
• Work with third‑party vendors to remediate complex AV issues.
• Maintain timely communication on incident status and resolution.
• Update tickets for all reported incidents.
• Install, upgrade, support and troubleshoot Windows XP, 7, 8.1, 10, Microsoft Office 2010, Cisco Jabber and other authorized desktop applications.
• Provide basic support for Mac OS users.
• Install, upgrade, support and troubleshoot printers and computer hardware.
• Perform preventative maintenance and remedial repairs on desktops, laptops, printers and peripherals.
• Participate in project‑based work requiring flexibility and teamwork.

Required profile

• Bachelor’s degree in Computer Science or a related field, or equivalent experience.
• CompTIA A+ and/or Microsoft Certified Professional (MCP) certification.
• Minimum 18 months of IT experience, preferably 2‑3 years in Windows desktop support.
• Strong analytical, troubleshooting and problem‑solving abilities.
• Excellent communication and customer‑service skills.
• Willingness to work off‑hours or weekends for projects or emergency support.

Required skills

• Windows XP, Windows 7, Windows 8.1, Windows 10
• Microsoft Office 2010, Microsoft Office 365
• Cisco Jabber
• Basic Mac OS support
• Printer and computer hardware installation and troubleshooting
• Preventative maintenance of PCs, laptops and peripherals
• Active Directory, Group Policy Objects (GPO)
• Enterprise anti‑virus solutions
• Helpdesk ticketing systems
• Mobile device management for iOS and Android
• Enterprise encryption solutions