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Our Company
At EOS, we are committed to delivering innovative solutions that empower businesses and individuals to thrive. Our culture is built on collaboration, integrity, and a passion for excellence. We believe in creating an environment where every team member can contribute meaningfully and grow professionally.
Role Summary
The L2 Desktop Support role is responsible for delivering superior Level 2 desktop end-user support while maintaining a secure and managed environment. This position involves troubleshooting operating systems, hardware, and applications, as well as providing remote and on-site assistance to ensure seamless user experiences.
Key Responsibilities
- Deliver exceptional Level 2 desktop support for end users.
- Troubleshoot operating systems (Windows) and standard Microsoft applications using log files and diagnostic tools.
- Perform hardware-related troubleshooting and resolve issues remotely or through on-site engineer dispatch.
- Install and configure operating systems and applications in compliance with organisational policies.
- Support corporate mobile devices and virtual meeting software.
- Monitor and prioritise incident tickets using ITSM tools.
- Configure and maintain peripherals such as printers, scanners, and modems.
- Collaborate with project teams on software deployments and upgrades.
- Ensure endpoint patching and software updates are completed using approved tools.
- Maintain accurate inventory and reporting for desktop environments.
- Escalate issues promptly according to incident classification.
Must-Have Skills
- Strong technical expertise in Level 2 desktop troubleshooting for Windows, Office, laptops, thin clients, and virtual desktops.
- Experience supporting Apple and Android mobile devices.
- Proficiency in OS and hardware troubleshooting.
- Excellent communication skills with the ability to simplify technical terms for diverse audiences.
- Customer-focused mindset and ability to manage expectations effectively.
- Familiarity with incident management tools (e.g., ServiceNow, ITSM).
- Positive, proactive attitude and ability to thrive in a fast-paced environment.
Good to Have
- Knowledge of PowerShell scripting for troubleshooting.
- Experience with AV support and virtual meeting platforms.
- Awareness of compliance and security standards.
- Previous experience in banking or regulated environments.
- Ability to document Standard Operating Procedures (SOPs).
Additional Requirements for Trading Floor
- Ability to work in shifts (7am–4pm; 8am–5pm; 9am–6pm).
- Strong hardware troubleshooting skills and ability to perform heavy lifting.
- Organisational skills for maintaining hardware inventory.
- Excellent customer service and communication skills.
- Ability to manage demanding situations in a high-pressure environment.
Belonging at EOS
We believe diversity drives innovation and success. At EOS, everyone is welcome, respected, and valued. We are committed to fostering an inclusive workplace where individuals from all backgrounds can thrive and contribute to our shared goals. Your unique perspective matters here.
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