Technical Support Specialist Level 2
5 days ago
Our organization is seeking an experienced SupportEngineer to join our team in the 24x7 NOC, SOC, and Help Desk division.
The ideal candidate will be skilled in troubleshooting, configuring, and maintaining a variety of devices across Windows, Mac, and cloud environments for multiple clients and their end-users.
You will provide exceptional support via remote tools, manage support tickets, and contribute to a highly dynamic, fast-paced environment.
A strong proficiency in Office 365 configuration and troubleshooting is required, along with solid documentation practices.
Additionally, knowledge of Azure, AWS, and cloud infrastructure is highly desirable.
Key Responsibilities:
- Provide L2 support for Windows & Mac platforms across multiple clients and client-site locations.
- Troubleshoot and resolve complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations.
- Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner.
- Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments.
- Ensure that all technical issues are resolved with a focus on quality, efficiency, and minimal disruption to clients.
Required Skills and Qualifications:
- 3-5 years of experience in Helpdesk L2 Support, including 24x7 NOC, SOC, or IT support.
- Strong experience troubleshooting and maintaining Windows, Mac OS environments, including hardware, software, and network configurations.
- Advanced skills in Office 365 configuration and troubleshooting (Exchange, Teams, OneDrive, SharePoint).
- Proficient in troubleshooting remote support tools (e.g., RDP, AnyDesk, TeamViewer).
- Solid L1 to L2 support skills, including device troubleshooting, software installation, patching, and configuration.
- Strong experience in ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).
- Familiarity with cloud platforms like Azure, AWS, and knowledge of cloud infrastructure is a plus.
- Ability to plan and execute maintenance activities, ensuring minimal disruption to client operations.
- Excellent documentation skills, with attention to detail in creating clear and structured records.
Preferred Certifications:
- CompTIA A+, Network+, or Security+
- Microsoft Certified: Modern Desktop Administrator Associate
- AWS Certified Solutions Architect (or similar)
- Azure Administrator certification (preferred)
- ITIL Foundation
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