Overview of the Role
The Level 2 IT Support is responsible for delivering advanced technical assistance to end-users and internal IT teams. This role focuses on diagnosing and resolving complex technical issues, ensuring timely escalation when necessary, and maintaining exceptional customer satisfaction.
Main duties include:
- 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.
- Participate in IT projects, such as system upgrades, software deployments, and infrastructure changes.
- Manage customer expectations and ensure timely resolution of IT issues in accordance with service level agreements (SLAs)
- 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.
- 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.
