We are seeking a highly skilled and customer-oriented Tier 2 Help Desk Technician to join our IT support team. This role involves providing advanced technical support to end-users, resolving complex issues, and escalating problems as necessary. The ideal candidate will have strong troubleshooting skills, experience with a variety of hardware and software, and the ability to deliver exceptional customer service.

Key Responsibilities:

• Technical Support: Provide second-level support for end-users experiencing issues with hardware, software, and network connectivity.
• Troubleshooting: Diagnose and resolve complex technical issues, including operating system errors, software malfunctions, and network problems.
• Documentation: Maintain detailed records of support requests, troubleshooting steps, and resolutions in the help desk ticketing system.
• User Assistance: Guide users through step-by-step solutions, providing clear and concise instructions.
• System Maintenance: Assist in the maintenance and administration of IT systems, including user account management, software updates, and system monitoring.
• Knowledge Base: Contribute to the creation and maintenance of internal knowledge base articles and user guides.
• Customer Service: Deliver exceptional customer service, ensuring user satisfaction and maintaining a professional demeanor.
• Training: Provide training and support to Tier 1 help desk technicians, enhancing their technical skills and knowledge.
• Collaboration: Work closely with other IT team members to identify, develop, and implement solutions to improve overall support operations.

Qualifications:

• Experience: Minimum of 2-3 years of experience in a help desk or technical support role, with at least 1 year in a Tier 2 position.
• Certifications: Relevant certifications such as CompTIA A , Network , Microsoft Certified: Modern Desktop Administrator Associate, or similar are highly desirable.
• Technical Skills: Proficiency in Windows and Mac operating systems, Microsoft Office Suite, Active Directory, and common troubleshooting tools and methodologies.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-Solving: Strong analytical and problem-solving abilities, with a keen attention to detail.
• Customer Service: Demonstrated ability to provide outstanding customer service and maintain a positive user experience.
• Team Player: Ability to work effectively both independently and as part of a team in a fast-paced environment.

Preferred Skills:

• Experience with remote support tools and techniques.
• Familiarity with IT service management (ITSM) frameworks, such as ITIL.
• Knowledge of cybersecurity best practices and principles.
• Experience supporting cloud-based applications and services, particularly Microsoft Azure and Office 365.

Working Conditions:

• Office environment with occasional remote work opportunities.
• Rotating shifts may be required to provide support during extended hours or on-call support.
• Must be able to lift and move computer equipment as needed.