Level 2 IT Support
Description
Bridge frontline support and technical expertise by resolving advanced issues and supporting users with reliable IT solutions.
The Level 2 IT Support is responsible for providing advanced technical support to end-users and IT teams. This role involves troubleshooting and resolving complex technical issues, escalating problems when necessary, and ensuring high levels of customer satisfaction. This role will possess strong analytical skills, a deep understanding of IT systems, including security and network architecture, and excellent communication abilities.
Main responsibilities
Technical Support
- Provide timely and effective technical support to end-users via email, chat, or in-person.
- Troubleshoot and resolve escalated IT issues related to hardware, software, network, and peripherals.
- Diagnose and resolve complex technical problems with a focus on minimizing downtime and ensuring high levels of productivity.
- Monitor system performance and ensure compliance with security policies and procedures.
Senior Support
- Manages and supports technical team members under this role
- Ensures monthly reports are submitted on a timely basis
- Participate in IT projects, such as system upgrades, software deployments, and infrastructure changes.
Problem-solving
- Analyze technical issues to identify root causes and develop appropriate solutions.
- Implement preventive measures to minimize the recurrence of IT problems and improve system reliability.
Documentation & Training
- Document technical procedures, troubleshooting steps, and solutions for knowledge sharing and future reference.
- Provide training and guidance to end-users on IT best practices, security protocols, and efficient use of technology resources.
Customer Service
- Deliver exceptional customer service by communicating effectively with end-users and stakeholders.
- Manage customer expectations and ensure timely resolution of IT issues in accordance with service level agreements (SLAs).
- Continuously seek feedback to identify areas for improvement and enhance the overall user experience.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field preferred.
- Minimum of 2-3 years of experience in IT support or related roles.
- Strong technical skills in troubleshooting hardware, software, and network issues.
- Proficiency in operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, G Suite).
- Familiarity with the ITIL framework and best practices in incident management and service delivery.
- Excellent communication skills with the ability to convey technical concepts to non-technical users.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus.