L2 Desktop Support Engineer Resume Samples

Description :

1. Provided expert technical support for hardware and software issues, ensuring minimal downtime for users.
2. Diagnosed and resolved complex desktop issues remotely, utilizing various remote access tools.
3. Managed user accounts and permissions, ensuring compliance with security protocols.
4. Collaborated with IT teams to implement system upgrades and patches, enhancing overall performance.
5. Documented troubleshooting processes and solutions in the knowledge base for future reference.
6. Conducted training sessions for end-users on new technologies and software applications.
7. Maintained inventory of IT equipment and coordinated procurement of necessary hardware.

Experience

10+ Years

Level

Management

Education

BSc IT

Description :

1. Provided advanced technical support for hardware and software issues, ensuring minimal downtime for users.
2. Managed user accounts and permissions, enhancing security and access control across systems.
3. Executed software installations and updates, maintaining compliance with company standards.
4. Conducted troubleshooting for O365 applications, resolving issues related to Outlook and Excel efficiently.
5. Configured and maintained network devices, ensuring optimal performance and connectivity.
6. Documented technical processes and solutions, contributing to a knowledge base for future reference.
7. Collaborated with cross-functional teams to implement IT projects, improving overall service delivery.

Experience

2-5 Years

Level

Executive

Education

BSc IT

Description :

1. Provided second-level support for hardware and software issues, ensuring timely resolution for end-users.
2. Diagnosed and resolved complex technical problems escalated from L1 support, enhancing overall service quality.
3. Conducted regular system maintenance and updates, improving system performance and security.
4. Collaborated with IT teams to implement new technologies and streamline support processes.
5. Documented technical procedures and user guides to facilitate knowledge sharing among team members.
6. Managed user accounts and permissions, ensuring compliance with security policies.
7. Trained end-users on software applications and best practices, reducing support requests.

Experience

2-5 Years

Level

Junior

Education

BSc IT

Description :

1. Provided comprehensive technical support for hardware and software issues, ensuring minimal downtime for users.
2. Diagnosed and resolved connectivity issues, enhancing network performance and reliability.
3. Installed and configured operating systems and applications, ensuring compliance with company standards.
4. Conducted regular maintenance and upgrades on desktop systems, improving overall performance.
5. Documented troubleshooting processes and solutions, contributing to a knowledge base for future reference.
6. Collaborated with IT teams to implement new technologies, streamlining support processes.
7. Delivered exceptional customer service through effective communication and problem-solving skills.

Experience

0-2 Years

Level

Fresher

Education

AAS

Description :

1. Delivered second-level desktop support, resolving complex hardware and software issues for over 500 users.
2. Implemented proactive solutions to enhance system performance and minimize downtime.
3. Managed executive support, addressing advanced technological needs of corporate clients.
4. Identified and escalated critical business issues, ensuring timely resolutions.
5. Developed and maintained comprehensive support documentation for troubleshooting processes.
6. Provided detailed reports to management on recurring technical challenges and resolutions.
7. Trained end-users on new software and hardware, improving overall user competency.

Experience

7-10 Years

Level

Senior

Education

BSc IT

Description :

1. Installed, configured, and maintained desktop systems and applications to meet organizational standards.
2. Responded to service requests and incidents, ensuring compliance with established SLAs.
3. Executed system upgrades, patches, and configurations to enhance performance and security.
4. Collaborated with IT teams to escalate and resolve complex technical issues efficiently.
5. Assisted in planning and implementing IT projects related to desktop infrastructure improvements.
6. Maintained comprehensive documentation of support activities, configurations, and procedures.
7. Trained end-users on effective use of hardware and software applications, enhancing productivity.

Experience

2-5 Years

Level

Junior

Education

BSc IT

Description :

1. Provided second-level support for desktop-related issues, ensuring timely resolution and user satisfaction.
2. Monitored desktop support metrics to identify trends and areas for improvement, enhancing service delivery.
3. Collaborated with cross-functional teams to escalate and resolve critical technical issues efficiently.
4. Delivered desk-side support for local users and remote assistance, ensuring seamless operations.
5. Tracked and analyzed customer feedback to improve support processes and user experience.
6. Maintained up-to-date knowledge of software and hardware used within the organization, ensuring effective support.
7. Executed hands-on fixes, including software installations, upgrades, and system configurations, to optimize performance.

Experience

2-5 Years

Level

Junior

Education

BSc IT

Description :

1. Provided expert technical support to end users, resolving issues via phone, email, and in-person interactions.
2. Documented user information and problem details to ensure accurate tracking and resolution of support requests.
3. Developed strong relationships with users to better understand their technical needs and provide tailored solutions.
4. Prioritized and escalated complex issues to senior technicians, ensuring timely resolution of critical problems.
5. Maintained detailed records of troubleshooting processes, documenting successful and unsuccessful resolutions for future reference.
6. Utilized diagnostic tools and software to identify and resolve hardware and software issues efficiently.
7. Conducted regular system updates and maintenance to ensure optimal performance and security of user devices.

Experience

7-10 Years

Level

Consultant

Education

BSc IT

Description :

1. Managed and resolved complex support service requests, ensuring timely responses and solutions.
2. Provided daily technical support for desktop systems, network connectivity, and server management.
3. Communicated effectively with clients to identify needs and deliver tailored IT solutions.
4. Configured and tested desktop computers and peripherals, ensuring optimal performance.
5. Installed, configured, and updated desktop software applications and internet browsers.
6. Conducted thorough testing of computer systems to ensure reliability and functionality.
7. Developed and delivered training sessions for end users on hardware and software usage.

Experience

7-10 Years

Level

Senior

Education

BSc IT

Description :

1. Provided advanced technical support for hardware and software issues, ensuring minimal downtime for users.
2. Managed and resolved escalated support tickets, achieving a 95% satisfaction rate.
3. Configured and deployed desktop systems, ensuring compliance with company standards.
4. Conducted regular maintenance and updates on systems to enhance performance and security.
5. Collaborated with cross-functional teams to implement IT solutions that improved operational efficiency.
6. Documented troubleshooting processes and solutions to build a knowledge base for future reference.
7. Assisted in the training of junior support staff, fostering a collaborative team environment.

Experience

7-10 Years

Level

Consultant

Education

BSc IT