IT Level 2 Support Specialist

About the role

We are seeking an experienced IT Level 2 Support Specialist to deliver advanced technical assistance, resolve complex incidents, and maintain the reliability of our IT infrastructure. The role involves collaborating with end‑users and the Level 1 team to ensure swift issue resolution.

Key responsibilities

• Provide Level 2 technical support for hardware, software, network, and system‑related issues.
• Troubleshoot and resolve escalated problems that cannot be handled by Level 1 support.
• Manage user accounts, permissions, devices, and system configurations.
• Support Windows environments, Microsoft 365, applications, printers, and networking equipment.
• Monitor and troubleshoot network connectivity, VPN, Wi‑Fi, and other infrastructure issues.
• Install, configure, and maintain computers, software, and IT equipment.
• Document issues, solutions, and procedures in the ticketing system.
• Escalate complex issues to Level 3 support or external vendors when necessary.
• Assist with IT projects, system upgrades, deployments, and security initiatives.

Required profile

• Minimum 2 years of experience in IT support or a similar technical role.
• Strong troubleshooting and problem‑solving abilities.
• Effective communication and customer‑service skills.
• Ability to work independently and prioritize multiple technical issues.
• Relevant IT certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.

Required skills

• Windows operating systems
• Microsoft 365
• Active Directory
• TCP/IP networking
• DNS
• DHCP
• VPN technologies
• Wi‑Fi networking
• Ticketing systems
• Remote support tools