Job Description

Vacant Position: Level 2 Desktop Support

Type of employment: consultant

Industry: IT industry

Reporting to: Team lead

Our client, a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support is seeking to recruit a Level 2 Desktop support.

Responsibilities and accountabilities

• Provide 2nd Line onsite desktop and application support services to end users


• Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices


• Repair hardware and peripheral faults in conjunction with warranty providers


• Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs


• Operate cohesively with the service desk team to maintain service levels


• All work undertaken must be logged via a Service Desk Reporting Tool and this must be kept up to date and accurately and clearly indicate the incident details and remedial actions taken.


• Escalate all critical and high priority incidents to line and senior management


• Report recurring incidents to problem analyst teams and line management


• Proactively contribute to service improvement initiatives


• Provide technical expertise and assistance on project assignments


• Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices


• Must be able to work alone and unsupervised, taking the initiative when necessary


• Has an understanding and respect for service delivery processes

Behavioral Skills Required:

• Must have very good customer facing skills and be well presented


• Must have an assertive, confident, positive and a professional manner


• Ability to engage and communicate effectively with colleagues and customers alike


• Demonstrates independent and pro-active thinking


• Highly organized with the ability to adapt to different working environment seamlessly


• Builds effective relationships both within the team and across the business scope

Technical Skills Required:

• Experience of operating within a Service Desk environment and team, supporting users either remotely or onsite and managing tickets through an Incident Management tool


• Excellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 7 and 10


• Excellent support experience with mobile devices e.g. tablets and smartphones running iOS and Android OS


• Working knowledge of current and legacy hardware platforms


• Strong background in supporting latest Microsoft Office suite on Windows and Mac platforms with recent support.


• Good Knowledge of TCP/IP and Network configuration at a Desktop OS level


• Enterprise level support of Active Directory and Exchange for troubleshooting, configuration and administration activities


• Previous experience in the creation of technical support documentation


• Enterprise support of Microsoft Office 365, desktop and Admin


• Knowledge of Service Management processes e.g. ITIL


• Previous experience working in a managed service environment working to defined scope and with strict SLAs


• Exposure to Infrastructure technologies – Server, Networks etc


• Working knowledge of Mac OSx, Latest Windows OS (preferably A+, MCP or MCSE qualified) and related Office applications.


• Basic knowledge of LAN/WAN, TCP/IP Protocol, Citrix, routers and switches


• Basic experience of Support/administration of Windows servers


• Basic experience with Windows Server and associated architecture/services (Active Directory, Group Policy, server roles, DHCP, DNS, IIS)


• Installation, configuration and troubleshooting of hardware and software

Experience & Qualifications:

• BSc degree in Information Technology.


• Minimum 3-5 years’ experience in 1st and 2nd level Support, at least 3+ years at level 2

How to Apply

To apply send your CV to: recruit@flexi-personnel.com latest by 17th January 2022.

Indicate Level 2 Desktop Support on the email subject for easier retrieval and placement.

NB: Flexi Personnel does not charge candidates for job placement

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