Job Title

Responsibilities- Resolve escalated technical issues: Act as a point of escalation for complex problems that Level 1 technicians cannot solve, ensuring timely and effective resolution. - Perform advanced troubleshooting: Diagnose and resolve complex hardware issues, including component failure, system performance, and compatibility problems. - Manage operating systems: Provide advanced support for operating systems, such as Microsoft Windows, including installation, configuration, and troubleshooting. - Support enterprise applications: Troubleshoot and resolve issues with specialized enterprise applications, including database access, software-specific errors, and integration problems. - Configure network settings: Assist with network-related issues, such as group policy settings, domain access, user permissions, and connectivity problems with LAN/WAN and VPNs. - Execute software deployment and updates: Assist with the deployment of software patches and updates across the organization, using tools like SCCM and Intune. - Maintain system security: Implement and enforce security protocols, such as installing and updating antivirus software and educating users on security best practices. - Collaborate with IT teams: Work closely with other teams, such as Network Engineering and Systems Administration, to resolve larger infrastructure issues. - Create and maintain documentation: Document technical procedures, troubleshooting steps, and resolutions in the company's knowledge base and ticketing system. - Mentor junior staff: Guide and train Level 1 support staff to help them develop their skills and improve issue resolution.Qualifications- Education: A bachelor’s degree in information technology, Computer Science, or a related. - Experience: 3–5 years of experience in a desktop support or similar IT role. - Technical skills: - Operating systems: Expert knowledge of Windows and macOS operating systems. - Networking: Strong understanding of network protocols and configurations (TCP/IP, DNS, DHCP). - Remote support: Proficiency with remote desktop tools (e.g., TeamViewer, RDP). - Ticketing systems: Experience with helpdesk ticketing software. - Hardware: Strong hardware troubleshooting and repair skills for desktops, laptops, printers, and peripherals. - Certifications: Professional certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified: Modern Desktop Administrator Associate are often a plus. - Soft skills: - Excellent verbal and written communication skills. - Strong analytical and problem-solving abilities. - A high level of patience and customer service orientation. - The ability to prioritize multiple tasks and work effectively under pressure.