Administrator

HCL Technologies - Chicago, IL

Full-time - Mid Level

Chicago, IL

Professional, Scientific, and Technical Services

About the position

The Deskside Service Engineer L2 is responsible for providing advanced technical support and troubleshooting for end-users within an organization. This role focuses on resolving hardware, software, and network issues that have been escalated from Level 1 support, ensuring the smooth operation of IT systems and services to enhance productivity and efficiency.

Responsibilities

• Provide advanced troubleshooting and resolution for hardware, software, and network issues.
• Handle and resolve incidents escalated from Level 1 support, ensuring timely and effective solutions.
• Fulfill service requests related to installations, configurations, and upgrades of IT equipment and software.
• Assist end-users with technical issues, providing clear and effective communication and support.
• Perform routine maintenance tasks, such as software updates, patches, and backups.
• Manage IT assets, including inventory tracking and documentation.
• Work closely with other IT teams and departments to ensure comprehensive support and seamless IT operations.
• Maintain accurate and up-to-date documentation of incidents, solutions, and procedures.
• Provide guidance and training to end-users on best practices and effective use of IT resources.

Requirements

• Proficient in troubleshooting hardware, software, and network issues.
• Previous experience in a technical support role, with a strong understanding of IT support processes and tools.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• High level of customer service orientation.
• Ability to work collaboratively within a team and across departments.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, ITIL Foundation) are preferred.

Nice-to-haves

• Familiarity with operating systems (Windows, macOS, Linux) and common business applications.