Middle Deskside Level II Technician

It’s a global engineering and consulting company specializing in designing and building advanced warehouse and distribution systems. They provide end-to-end solutions — from strategic design and technology integration to implementation — helping major brands optimize their logistics operations. Their focus is on using data-driven insights and automation to improve efficiency, adapt to market disruptions, and boost overall performance and profitability.

A U.S.-based managed service provider offering 24/7 help desk, desktop deployment, and on-site support. They deliver cybersecurity, cloud collaboration tools and conferencing solutions. Their professional IT services include asset management, project management and certified technical staff. They serve clients with scalable, globally-capable solutions while emphasising first-call resolution and strong service levels.

• Complete all assigned service calls accurately and on time, including check-in and check-out procedures, confirming appointments, preparing invoices, and ensuring full readiness for each service task.
• Act as a reliable and knowledgeable representative of the technical team, proactively addressing requests for information or assistance from clients and management in a timely, professional manner: ensuring a high level of satisfaction with no justified complaints.
• Report directly to the designated On-Site Administrator and/or the Technical Services Manager.

• Interview process that respects people and their time
• Professional and open IT community
• Internal meet-ups and resources for knowledge sharing
• Time for recovery and relaxation
• Bright online and offline events
• Opportunity to become part of our internal volunteer community

Long-term Duties:
Actively and enthusiastically participate in the development and improvement of the service operations
• Professionally represent and protect the interest of the company in all interactions with customers, vendors, and employees.
• Provide the Technical Services Manager and any assigned On-Site Administrator with timely insights into any significant client relations developments, etc.
• Improve technical proficiency in accurate system diagnosis/repairs
• Pursue and successfully complete any offered or required manufacturer or the tech training courses to heighten personal proficiency

Daily Duties:
• Effectively manage multiple projects and priorities
• Perform and complete all assigned service calls in an accurate and timely manner-- includes duties of check-in/checkout with Front Office or Administrator, appointment confirmations with clients, proper invoice completion, general service preparedness, etc.
• Serve as an informed and reliable member of the team by anticipating and satisfying customer and management requests for information or service in a timely and professional manner-- no justifiable customer complaints
• Communicate in a positive, cooperative manner with co-workers
• Increase technical proficiency through hands-on repairs (on-site or in-house) and/or technical manuals or mentors
• Satisfy or exceed service performance goals, including average call rates, average response timeframes, etc.
• Provide auxiliary assistance to other service providers in the performance of repair and support services
• Perform daily reporting requirements
• Respect and adhere to all the policies and procedures

Physical Requirements:
• Adequate vision and dexterity to disassemble, reassemble and operate computer systems, printers and peripherals
• Adequate speech clarity and hearing to communicate efficiently with clients both on-site and via telephone interactions
• Satisfactory mobility to independently satisfy on-site repairs
• Physical strength adequate to carry/move required tools, parts, equipment and systems
• Must be able to deal with high pressure situations and time constraints effectively
• Position requires moderate lifting (up to approx. 60 lbs.)
• Ability to sit for prolonged periods of time
• Ability to walk between various client buildings in a campus environment and/ or ability to walk between and around building floors

Deskside Level II Technician denotes an individual who has both proven field service experience (i.e. min. 2 years) and the technical knowledge, communication, and organizational skills necessary to independently perform and complete hardware diagnostic, repair and maintenance services for a wide range of products/brands. 

The ideal Level 2 Desktop Support Technician is a highly skilled and adaptable IT professional with a proven track record of resolving complex technical issues in a fast-paced corporate environment. This individual possesses a strong foundation in Windows advanced troubleshooting methodologies, and exceptional customer service skills. They are not just a technical problem-solver but also a patient and professional communicator, capable of supporting all levels of the organization, including executive leadership, while upholding company policies and security standards. 

Technical Proficiencies

• Operating Systems: Expert-level proficiency in deploying, configuring, and troubleshooting Microsoft Windows (10/11).
• Productivity Suites: Deep knowledge of the Microsoft 365 ecosystem, including expert-level troubleshooting of Outlook (profiles, add-ins, caching, permissions), Teams, OneDrive, and the full Office suite.
• Certification:  meet minimum OEM certification requirements, Comptia A+ Certification.
• Networking: Solid understanding of TCP/IP, DNS, DHCP, LAN/WAN, and Wi-Fi. Skilled in using command-line tools to diagnose connectivity issues and ability to act as “smart hands” to help troubleshoot and/or resolve network infrastructure issues working in tandem with Network Support teams.
• Hardware: Experience troubleshooting a wide range of hardware, including desktops, laptops, docking stations, printers, and peripherals. 
• Remote Technologies: Proficient in supporting remote users via VPN and VDI  technologies
• Directory Services: Hands-on experience with Active Directory for user account management, password resets, and group policy troubleshooting.
• Endpoint Management & Deployment: Familiarity with tools like InTune, SCCM, ManageEngine, etc is highly desirable

Core Competencies & Soft Skills

• Problem-Solving: Demonstrates a logical, systematic, and layered approach to troubleshooting, moving from the simple to the complex to isolate root causes efficiently.
• Customer Focus & Empathy: A strong commitment to providing excellent customer service. The ability to listen, empathize with frustrated users, and de-escalate tense situations is crucial.
• Communication: Excellent verbal and written communication skills. Can clearly explain complex technical concepts to non-technical users and document troubleshooting steps and resolutions in a ticketing system.
• Professionalism & Poise: Maintains a calm and confident demeanor under pressure, especially when dealing with high-priority incidents or demanding stakeholders like C-Suite executives.
• Policy Adherence: Understands the importance of security and IT policies. Can tactfully enforce policies related to administrative rights, software installation, and equipment procurement while still providing viable solutions to the user.
• Self-Motivation: A proactive and resourceful individual who can work independently, manage their ticket queue effectively, and knows when to escalate issues to other teams.

Experience

• 3-5 years of experience in a desktop support, helpdesk, or technical support role, with at least 2 years in a Level 2 capacity.
• Demonstrable experience supporting a mid-to-large size organization with a diverse user base.
• Experience in an environment that requires a high degree of security and process adherence is preferred.