Job Description

Our client is seeking a skilled Level 2 IT Helpdesk Technician to provide advanced technical support and troubleshooting for end-users across the organization. This role serves as an escalation point for Level 1 technicians and requires strong technical expertise, excellent problem-solving skills, and a commitment to delivering high-quality customer service. The ideal candidate will be comfortable working in a fast-paced environment while collaborating with cross-functional IT teams to resolve complex technical issues.

Key Responsibilities

Provide second-level technical support for hardware, software, and network-related issues. Troubleshoot and resolve escalated tickets from Level 1 support in a timely manner. Assist with the setup, configuration, maintenance, and troubleshooting of desktops, laptops, mobile devices, and peripheral equipment. Manage and support user accounts, permissions, and access within Active Directory, Microsoft 365, and other enterprise systems. Perform diagnostics and root cause analysis to identify and resolve recurring technical issues. Document solutions, procedures, and best practices, contributing to the IT knowledge base. Collaborate with other IT teams and vendors to ensure effective resolution of complex incidents. Ensure compliance with company IT policies, standards, and security procedures. Participate in IT projects, including system upgrades, rollouts, and technology deployments.

Required Skills & Qualifications

Strong working knowledge of Windows operating systems, Microsoft 365, and common enterprise applications. Solid understanding of networking fundamentals, including TCP/IP, DNS, and DHCP. Hands-on experience with IT ticketing systems such as ServiceNow, Zendesk, or similar platforms. Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users. Strong organizational and time-management skills, with the ability to prioritize multiple tasks effectively. Proven problem-solving skills and a customer-focused mindset.

Preferred Qualifications

Relevant IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator. * Prior experience in a Level 2 support or similar technical support role.