- Provide second-line technical support to end-users and Level 1 support staff for escalated issues related to hardware, software, network, and system configurations.
- Investigate and diagnose complex IT problems, utilizing advanced troubleshooting techniques and tools.
- Implement solutions or workarounds to resolve technical issues efficiently and minimize downtime.
Problem Management:
- Conduct root cause analysis for recurring or critical incidents, identifying underlying issues and implementing preventive measures.
- Collaborate with Level 3 support teams and other IT stakeholders to develop long-term solutions and improvements.
- Document problem resolution processes and contribute to knowledge bases or wikis for future reference.
System Administration and Maintenance:
- Perform system administration tasks such as user account management, group policy configuration, and server maintenance.
- Monitor system performance, logs, and alerts to proactively identify and address potential issues.
- Coordinate with infrastructure teams to deploy patches, updates, and security enhancements across IT systems.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
- 3+ years of experience in IT support or related roles, with a focus on troubleshooting and problem-solving.
- Strong technical skills in areas such as operating systems (Windows, macOS), networking (LAN/WAN, TCP/IP), and server administration (Active Directory, Exchange).
- Proficiency in using diagnostic tools, command-line utilities, and remote management technologies.
- Excellent communication and interpersonal skills, with the ability to convey technical information clearly to non-technical users.
- Strong analytical and problem-solving abilities, with a methodical approach to issue resolution.
- Experience with IT service management frameworks such as ITIL, including incident, problem, and change management processes.
- Certifications such as CompTIA Network+, Microsoft Certified Systems Administrator (MCSA), or equivalent are highly desirable.
- Familiarity with virtualization technologies (VMware, Hyper-V) and cloud computing platforms (AWS, Azure) is advantageous.
- Commitment to continuous learning and professional development to stay abreast of emerging technologies and industry trends.
