IT Support Technician

• Provide Level 2 IT support via phone, email, and ticketing systems for incidents and service requests
• Deliver hands-on deskside support
• Manage and resolve incidents, service requests, and problems within defined SLA/KPI targets
• Administer user accounts, system access, and permissions in alignment with corporate standards
• Troubleshoot issues across hardware, software, and network connectivity environments
• Escalate complex issues to Level 3 support teams with clear documentation and handoff
• Guide and support end users on technology usage, best practices, and issue prevention
• Perform root cause analysis to identify recurring issues and implement long-term solutions
• Maintain accurate technical documentation, knowledge articles, and resolution logs
• Ensure compliance with IT security policies and report any risks or breaches
• Collaborate with global IT teams to support a consistent and high-quality user experience

• Strong customer service mindset with a focus on user satisfaction
• Proven troubleshooting and problem-solving skills in IT environments
• Ability to work both independently and collaboratively in a global team
• Excellent communication skills (technical and non-technical audiences)
• Self-starter with strong ownership and follow-through

Technical Skills

• Experience supporting Windows OS, Microsoft Office, Outlook, and Exchange
• Familiarity with Microsoft Teams and collaboration tools
• Experience with mobile device management (MDM) solutions
• Understanding of network connectivity, PC hardware, and IT infrastructure fundamentals
• Prior experience in Level 2 / second-line support in a corporate environment, * Associate degree in IT or related field OR
• 4-5 years of relevant IT support experience
• Bachelor’s degree in IT or related field (preferred)

Success in This Role Looks Like

• Consistently meeting or exceeding IT and Service Desk KPIs
• Resolving tickets efficiently and within SLA timelines
• Building strong relationships with end users and business stakeholders
• Demonstrating continuous technical growth and performance improvement