L1 / L2 Desktop Support Engineer

Job Overview

We are on the lookout for a dedicated and detail-oriented L1/L2 Desktop Support Engineer to enhance our team. The successful applicant will be instrumental in delivering technical assistance, managing change requests (CR), and overseeing effective patching procedures for both systems and software. This position demands a keen eye for detail, exceptional problem-solving abilities, and the capacity to juggle various tasks in a dynamic setting. Please note that this is a shift-based role operating 24/7, which includes weekends and rotational shifts.

Key Responsibilities

Change Request Management:

• Develop and oversee change requests (CR) by collecting comprehensive information from diverse sources.
• Engage with users to obtain any additional information necessary for CR submission.
• Review CRs prior to submission to ensure all essential data is included.
• Collaborate with stakeholders for CR approval and modifications as per user requests.
• Finalize CRs upon successful execution.

Patching Duties:

• Conduct User Acceptance Testing (UAT) and implement production patching in accordance with established SOPs.
• Prepare for patching by confirming that pre-patching checks have been completed.
• Monitor the change request to guarantee that only specified servers and components are patched.
• Obtain user confirmation before advancing with subsequent steps in the patching process.
• Report any encountered errors or issues to the technical team for prompt resolution.
• Follow up with users for verification and testing sign-off post-patching.

Shift Scheduling:

• Participate in rotating shifts, including weekends and occasional overnight shifts for UAT and necessary activities.
• Patching tasks will be carried out in a designated patching area within the office.

Qualifications and Skills

• 1-2 years of experience in L1/L2 Desktop Support roles.
• Proficient in desktop support for Windows and other operating systems.
• Familiar with patching tools and systems.
• Understanding of IT service management tools and workflows.
• Strong attention to detail with the ability to manage multiple responsibilities.
• Excellent communication and interpersonal skills for engaging with users and technical teams.
• Capability to perform well under pressure and adhere to tight deadlines.
• Willingness to work in rotating shifts (9am-6pm, 1pm-10pm, 9pm-6am), including occasional overnight shifts and weekend requirements.
• The preferred candidate will possess robust troubleshooting capabilities, experience in patch management, and a proactive approach to resolving technical issues. They should thrive in a fast-paced environment, demonstrate a desire to learn, and be ready to collaborate with cross-functional teams to ensure seamless operations.