remote
Service Desk Tier 2 Engineer - BRMi
Software Engineer
Senior Service Desk Tier 2 Engineer delivering advanced support for NIH end users across desktop, mobile, conference room, and enterprise environments, leveraging Windows, macOS, Linux, audiovisual, and collaboration technologies to resolve complex issues and ensure exceptional service.
About the role
Key Responsibilities
- Diagnose and resolve complex technical issues for NIH staff across Windows, macOS, and Linux platforms.
- Provide expert support for audiovisual equipment, virtual meeting platforms, and enterprise collaboration tools.
- Escalate and coordinate with cross‑functional teams to ensure timely resolution of high‑impact incidents.
- Maintain detailed documentation of troubleshooting steps, solutions, and best practices.
- Deliver proactive guidance and training to end users to improve self‑service and reduce repeat incidents.
Requirements
- Proven experience in Tier 2/3 technical support for mixed operating systems.
- Strong knowledge of audiovisual systems, video conferencing, and collaboration suites.
- Excellent problem‑solving skills and ability to work under pressure.
- Effective communication skills with a customer‑centric approach.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) preferred.