We are seeking an experienced Level 2 IT Support Specialist to provide advanced technical support, resolve escalated incidents, and ensure the smooth operation of end-user systems, applications, and infrastructure. The specialist will troubleshoot complex issues, coach Level 1 support teams, and contribute to process, documentation, and system improvements.
Key Responsibilities
* Handle Level 2 escalations from L1 support for hardware, software, network, and application issues.
* Diagnose and resolve complex incidents involving Windows/Mac OS, VPNs, Active Directory, O365, M365, and other enterprise tools.
* Perform root-cause analysis and implement corrective and preventive actions.
* Support end-user devices including laptops, desktops, printers, mobile devices, and IT peripherals.
* Manage user accounts, permissions, and security configurations across AD, Azure AD, M365, Google Workspace, and similar platforms.
* Monitor system performance, patching, updates, and backups.
* Assist with deployment of new software, tools, and system upgrades.
* Work within the ITIL framework for Incident, Request, Change, and Problem Management.
* Ensure accurate ticket documentation, timely response, and closure within SLAs.
* Maintain and update knowledge base articles, SOPs, and runbooks.
* Coordinate with L1 team, IT engineers, and cross-functional teams to resolve recurring issues.
* Identify opportunities to automate manual tasks or optimize processes.
* Participate in onboarding and offboarding processes.
Required Skills & Qualifications
* 3+ years of experience in IT Support, Technical Support, or IT Service Desk (L2 or equivalent).
* Strong knowledge of Windows 10/11, macOS, Office 365 / Microsoft 365, Active Directory, Azure AD, VPN technologies, and basic networking (DNS, DHCP, TCP/IP).
* Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or Freshservice.
* Ability to troubleshoot hardware and software issues independently.
* Good understanding of security best practices.
* Strong communication and documentation skills.
Preferred / Nice-to-Have
* Certifications: CompTIA A+, Network+, ITIL Foundation, Microsoft Certified Support, or similar.
* Experience with Intune / MDM solutions, cloud platforms (AWS, Azure, GCP), and scripting (PowerShell, Bash).
* Familiarity with remote support tools.
