Technical Support Level 2

Overview of the role:

The primary responsibility of this role is to provide second level support within a company’s IT support team. It generally involves supporting on resolving more technical issues often by remote diagnosis on the phone or via online support.

Responsibilities of the role:
  • Handle incoming support requests from end users via both telephone, email or chat in a prompt and courteous manner
  • Prioritise, schedule and escalate issues (when required) to the appropriate experienced technician
  • Record, track and document helpdesk requests and problem-solving process, including all successful/unsuccessful decisions made and actions taken through to final resolution
  • Perform hands-on fixes at desktop level, including installing and upgrading software, implementation of file backups, configuring systems and applications
  • Perform preventative maintenance, including checking and data cleansing of workstations, printers and peripherals
  • Install, configure, test, maintain, monitor and troubleshoot end-user workstation hardware, networked peripheral devices and networking hardware products
  • Develop and maintain an inventory of all IT assets including monitors, hard drives, modems, printers, scanners and other peripheral equipment.
Required skills and qualifications:
  • Degree in BS in information technology or related
  • At least 2 years of relevant work experience in a customer service or helpdesk environment
  • Strong background in networking, software and hardware
  • Knowledge in Windows Server and Active Directory
  • Proficient in MS Office
  • Proficient in a ticketing system
  • Tech savvy
  • High attention to detail
  • Ability to work independently
  • Able to think logically and analytically in a problem-solving environment
  • Self-motivated and with a strong sense of accountability
  • Excellent verbal and written English communication skills.