Description We are seeking a Tier 2 IT Support Technician to provide advanced technical support for end users across hardware, software, and enterprise systems. This role serves as an escalation point for Tier 1 support and is responsible for diagnosing and resolving moderately complex technical issues related to Windows operating systems, Microsoft 365, and endpoint devices.
Key Responsibilities
- Provide Tier 2 technical support for desktops, laptops, peripherals, and enterprise applications
- Troubleshoot and resolve issues related to Windows OS (Windows 10/11), including performance, configuration, and security
- Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Exchange Online
- Diagnose and resolve hardware issues such as desktops, laptops, printers, monitors, docks, and mobile devices
- Install, configure, and maintain software applications and system updates
- Escalate unresolved or complex issues to Tier 3 or infrastructure teams as appropriate
- Document incidents, requests, and resolutions accurately in the ticketing system
- Assist with onboarding/offboarding by setting up workstations, software, and user access
- Follow ITIL best practices, SLAs, and internal support procedures
- Provide excellent customer service and clear communication to both technical and non-technical users
Requirements Required Qualifications
- 2-4 years of experience in IT support, service desk, or desktop support roles
- Strong experience supporting Windows operating systems
- Hands-on experience with Microsoft 365 administration and end-user support
- Solid understanding of hardware troubleshooting and software diagnostics
- Experience working with ticketing systems (ServiceNow, Jira, Zendesk, etc.)
- Strong troubleshooting, problem-solving, and communication skills
Preferred Qualifications
- Experience with Active Directory (user accounts, password resets, group membership)
- Familiarity with basic networking concepts (DNS, DHCP, VPN, Wi-Fi)
- Experience supporting remote users and mobile devices
- IT certifications such as CompTIA A+, Network+, or Microsoft certifications
- Experience in a corporate or enterprise IT environment
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