
Advanced Technical Support Professional
7 days ago
Our organization is seeking an advanced technical support professional to serve as a critical escalation point for Level 1 analysts. As a Service Desk Analyst II, you will provide timely resolution of complex incidents and service requests across multiple platforms, ensuring seamless user experiences.
Key responsibilities include providing expert-level support for Windows, macOS, and Ubuntu/Linux systems, administering Google Workspace (G Suite) and OneLogin, troubleshooting hardware, software, networking, and SaaS application issues, and collaborating with other IT teams to resolve escalated or cross-functional problems.
This role requires strong working knowledge of cross-platform operating systems, hands-on administration experience with Google Workspace, and familiarity with SaaS application troubleshooting, network fundamentals, and IAM tools such as OneLogin. Excellent written and verbal communication skills, customer focus, and problem-solving abilities are essential for success in this position.
Qualified candidates will possess a Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience, along with 2-4 years of IT Service Desk/Helpdesk support experience and at least 1 year at Level 2 support. Certifications in ITIL, Google Workspace, CompTIA, or IAM are highly valued.
Required Skills and Qualifications:- Strong working knowledge of Windows, macOS, and Ubuntu/Linux
- Hands-on administration experience with Google Workspace (G Suite)
- Experience with OneLogin or similar Identity and Access Management (IAM) tools
- Familiarity with SaaS application troubleshooting (Slack, Zoom, Jira, etc.)
- Good understanding of networking fundamentals (VPN, DNS, DHCP, Wi-Fi)
- Strong troubleshooting, analytical, and problem-solving skills
- Excellent written and verbal communication skills
- Opportunity to work with cutting-edge technologies
- Collaborative and dynamic work environment
- Chance to develop expertise in advanced technical support and collaboration
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