Jaco Roos

I’m a Desktop Support Engineer L2 with extensive on-site and remote experience, built around practical hardware installs, user desktop support, and careful troubleshooting. I’m known for a meticulous, analytical approach—digging into root causes and improving how work is done to prevent repeat problems. Since March 2025, I’ve supported multiple campaigns by assisting tickets based on priority, assigning/editing/closing tickets on ServiceNow, and maintaining uptime to prevent downtime. In my day-to-day work, I troubleshoot audio and software issues (including Citrix-related problems), handle VPN setup/troubleshooting, and provide Remote Desktop Assistance. I also focus on strong Time to Resolve (TTR) and endpoint compliance. Before this, I delivered IT Help Desk Support L2 at CSS Credit Solutions and served as a Desktop Support Specialist (IT Service Desk) L1 at Mars Technologies, including remote user support and ServiceNow workflow maintenance. Earlier roles strengthened my foundation in hardware replacement and migration work (e.g., Windows 7 to Windows 10), Active Directory user account management, printer support, virtual server support, and field installations such as Touchsides POS systems, plus migrations to systems like Quickbooks Online.