Desktop Support Engineer (Level 2)

at  CAL4CARE PTE LTD

QUALIFICATIONS:

• Proven experience as a Level 1 Desktop Support Specialist or similar role.
• Solid understanding of desktop operating systems (Windows, MacOS) and software applications.
• Hands-on experience with Active Directory user management, group policies, and security principles.
• Excellent troubleshooting and problem-solving skills with a customer-oriented approach.
• Strong communication skills, both verbal and written, with the ability to explain technical information clearly to non-technical users.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

• Provide first-line technical support to end-users regarding hardware, software, and network-related issues.
• Troubleshoot and resolve desktop, laptop, printer, and peripheral equipment problems.
• Install, configure, and maintain operating systems, applications, and software updates.
• Manage user accounts, permissions, and access in Active Directory and other authentication systems.
• Assist users with login issues, password resets, and access rights management.
• Assist users with Microsoft Office Suite applications (Word, Excel, PowerPoint, Outlook) and Google Workspace applications (Gmail, Google Drive, Google Docs, Google Sheets, Google Slides).
• Document support activities, solutions, and procedures for knowledge base reference.
• Collaborate with IT team members and vendors to resolve complex technical issues and implement solutions.
• Ensure compliance with IT policies, procedures, and security measures.
• Contribute to IT projects and initiatives to improve system efficiency and user experience.