L2 Support
1 week ago
Job Title:
Level 2 Support Technician
Job Description:
We are currently seeking a highly skilled and motivated Level 2 Support Technician to join our dynamic IT team.
As a vital player in our organization, you'll be the go-to person for more complex technical issues that have been escalated from our Level 1 support team.
Your role will be crucial in maintaining the integrity and efficiency of our IT infrastructure, ensuring that end-users and clients experience mínimal disruption to their work due to IT-related issues.
Key Responsibilities:
- Provide expert secondlevel technical support to endusers and clients, swiftly addressing and troubleshooting issues related to hardware, software, and networking.
- Efficiently manage and respond to support tickets and inquiries, delivering solutions that are both timely and satisfactory to the user.
- Work closely with L1 support technicians, offering guidance and taking the lead on escalated technical issues.
- Execute installation, configuration, and maintenance tasks for desktops, laptops, printers, and other hardware devices.
- Carry out routine system maintenance, including updates, patches, and backups, to ensure optimal system performance.
- Accurately document support tickets, resolution processes, and maintain detailed records of system configurations.
- Contribute to the creation and refinement of IT policies, procedures, and best practices, enhancing overall service quality.
- Deliver technical training and support to endusers, empowering them to use technology effectively.
- Continuously update your knowledge of technology trends and developments, aiming to improve your skills and the quality of support provided.
Qualifications:
- A Bachelor's degree in Information Technology, Computer Science, or a related field is strongly preferred.
- A minimum of 57 years of proven experience in a technical support role, with a focus on providing highlevel support.
- A robust understanding of IT infrastructure components, including hardware, software, networking, and security principles.
- Proficiency in troubleshooting issues within Windows and Mac operating systems.
- Demonstrable experience with ticketing systems and remote support tools.
Desired Skills:
- Strong communication and interpersonal skills to interact effectively with team members and clients.
- Exceptional problemsolving abilities paired with meticulous attention to detail.
- The capacity to work independently and efficiently prioritize tasks in a dynamic work environment.
- Relevant industry certifications (such as CompTIA A+ or Microsoft Certified Professional) will be considered an asset.
- A commitment to delivering outstanding customer service and support.
Tools:
To be successful in this role, you will require proficiency in the use of:
- Ticketing systems (e.g., JIRA Service Desk, Zendesk)
- Remote Device Management tools (e.g., TeamViewer, Microsoft Remote Desktop)
- Hardware Diagnostic tools (e.g., memtest86, HWiNFO)
- Software Configuration Management tools (e.g., SCCM, Ansible)
- General IT tools (e.g., VPNs, antivirus software, backup software)
If you are committed to solving complex IT issues and delivering top-notch support, we would like to hear from you.
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