Social network you want to login/join with: The L2 Resident Engineer provides on-site and remote technical support for desktop environments, focusing on break-fix solutions, fault diagnosis, and resolution. This is the role for someone with a strong understanding of Windows operating systems, hardware troubleshooting, and application support, along with excellent customer service and communication skills. The Resident Engineer will work closely with end-users and IT support teams to ensure efficient and effective resolution of technical issues, contributing to a stable and productive computing environment. We want you to be a part of making that happen Open for Full time opportunity What You'll Do: Provide top-notch, day-to-day local and remote desktop support. Dive into resolving technical challenges with hardware, software, and applications, documenting everything in our ticketing system. Take ownership of customer issues, ensuring they're resolved quickly and efficiently. Provide expert fault analysis for operating systems and platforms. Apply your skills to provide fault resolution across our suite of approved applications. Collaborate with vendors to tackle even the trickiest AV issues. Keep our users in the loop with timely updates on issue status and resolution. Maintain meticulous ticket updates for all reported incidents. Install, upgrade, support, and troubleshoot a variety of software and hardware (Windows 7/10, Microsoft Office 365, Cisco Jabber, Printers, etc.). Provide support for Mac users. Perform preventative maintenance and repairs. Use diagnostic tools to get to the root of network and hardware/software problems. Manage and support mobile devices. Be adaptable and thrive in a project-based environment where teamwork is key. Handle other duties as assigned Why Join Us? Because we want you to be a part of our team We offer a dynamic work environment, opportunities for growth, and a chance to make a real impact. If you're passionate about technology and providing excellent customer service, we encourage you to apply. Let's build something amazing together Requirements What You'll Need: Solid technical skills: Deep understanding of Windows 7/10 and Microsoft Office 365. Proficiency in Active Directory and GPOs. Hands-on experience with PC hardware troubleshooting and repair. Experience with enterprise anti-virus solutions and helpdesk ticketing systems. Experience with Mobile device management. Excellent analytical, troubleshooting, and problem-solving skills. Proven ability to multitask, prioritize, and meet SLAs. Exceptional communication, relationship-building, and customer service skills. A willingness to learn and adapt in a fast-paced environment. General Duties Respond to and resolve technical issues in a timely manner as per SLA. Perform installations, moves, adds, changes, and decommissions (IMACD) of IT equipment. Maintain accurate and up-to-date documentation of all work performed. Confidence and presence to deal with Senior Exec/Management (VIP level support). Collaborate with remote IT teams to resolve complex issues. Adhere to safety protocols and security procedures as per SOP and guidelines. Comfortable working at heights and in confined spaces. J-18808-Ljbffr