Work model: Hybrid (3 days onsite, 2 days WFH)
As an IT Support Level 2 specialist, you will serve as the first point of contact for complex escalation issues that cannot be solved by Level 1 support staff. Your analytical skills and technical expertise will be critical in diagnosing and troubleshooting hardware and software problems that arise within the organization. You will work closely with both external third-party vendors and internal staff, providing a high level of customer service as you manage and resolve various IT requests. Aside from technical support, your role will involve documenting issues, suggesting improvements, and contributing to user training and awareness. The ideal candidate will thrive in a fast-paced environment and demonstrate strong communication skills, as you will be collaborating with various teams to ensure our IT strategies align with the company's goals. If you are passionate about technology and looking to advance your career in IT support, this is an excellent opportunity :)
Responsibilities:
- Provide advanced technical support for hardware and software issues escalated from Level 1 support.
- Diagnose and resolve technical problems in a timely manner to minimize downtime for users.
- Assist in the installation, configuration, and maintenance of computer systems and networking equipment.
- Document and track issues accurately using helpdesk software and ensure follow-up until resolution.
- Provide guidance and training to Level 1 support staff on handling technical queries and troubleshooting issues.
- Collaborate with other IT team members on projects related to system upgrades and implementations.
- Maintain inventory of IT equipment and ensure compliance with company policies and procedures.
Requirements:
- Proven experience in an IT support role, preferably at Level 2 or equivalent.
- Strong knowledge of operating systems, particularly Windows, macOS, and Linux.
- Experience with networking concepts, including TCP/IP, DNS, DHCP, and VPN technologies.
- Familiarity with helpdesk software and remote desktop applications.
- Excellent problem-solving skills and the ability to work under pressure.
- Strong communication skills, both verbal and written, with a customer-oriented approach.
- Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA) are a plus.
