2nd Line IT Support Specialist

• 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.
• Support and upkeep internal systems.
• Follow company policies, procedures, and standards.
• Keep up to date with the latest technologies and trends.
• Provide excellent customer service and communication skills.

Technologies:

• AWS
• Active Directory
• Azure
• Hardware
• Support
• Linux
• macOS
• Mobile
• Network
• Office 365
• TCP/IP
• Windows
• Cloud, We are seeking a Level 2 IT Helpdesk Technician to join our team and provide remote support to our clients users across multiple platforms. This role includes the opportunity to attend customer sites for hardware installation and maintenance. We offer a dynamic work environment where you will have the chance to enhance your technical skills and engage with the latest technologies. Our team values customer satisfaction and aims to deliver an exceptional support experience. Join us in our commitment to excellence in service and support.

• 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.