L2 Support

2 days ago

Remote, India Hyqoo Full time

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 second-level technical support to end-users 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 end-users, 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 5-7 years of proven experience in a technical support role, with a focus on providing high-level 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 problem-solving 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)

This position offers an opportunity to grow within a supportive and technologically forward-thinking company. 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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