2nd Line IT Support Engineer

The level 2 helpdesk technician is responsible for providing remote helpdesk support to our client's users across multiple platforms. They will attend customer sites when required to do so. They will troubleshoot and resolve technical issues, escalate complex problems to senior technicians, and ensure customer satisfaction. Accountabilities

• Provide remote helpdesk support to users via phone, email, chat, or ticketing system.
• Diagnose and resolve technical issues related to hardware, software, network, printer, scanner, or other devices.
• Attend customer sites when required to perform installation, configuration, maintenance, or repair of equipment.
• Escalate complex or unresolved problems to senior technicians or vendors.
• Document and update customer records, tickets, and reports.
• Internal Systems Support and upkeep
• Follow company policies, procedures, and standards.
• Keep up to date with the latest technologies and trends.
• Provide excellent customer service and communication skills. Role requirements

• Experience in operating effectively within a busy IT Helpdesk setting, promptly handling support tickets via ticketing system.
• Setting up devices and accounts for new starters, including mobile device setup and email account configuration.
• Creating shared folders and domain pathways within the active directory.
• Diagnosing a wide range of issues affecting PCs, mobile devices, hardware, and phones.
• Using command prompt and event viewer to diagnose and resolve problems.
• Performing a wide range of business administration with Office 365, including customer correspondence, document management, and internal communications.
• Strong understanding of networking concepts such as TCP/IP, DNS, DHCP, and VPNs.
• Basic understanding of Azure and AWS
• Familiarity with different types of system administration, including Windows, macOS, and Linux environments.
• Ability to handle more complex tasks than a level 1 technician, including advanced troubleshooting and software support.
• Experience in collaborating with level 3 support technicians and 3rd parties to address highly specialized problems.