Tier 2 – IT Helpdesk Support
Careers
Tier 2 – IT Helpdesk Support
Employment:
Full-Time
Setup:
WFH
The Tier 2 – IT Helpdesk Support will be responsible for resolving complex technical issues that have been escalated from Tier-1 support. You will support a wide range of technologies, including software, hardware, networking, and security-related incidents, ensuring timely and effective resolutions. The ideal candidate will have strong troubleshooting skills, excellent customer service, and experience with advanced IT support.
Key Responsibilities
Provide second-level support for end-users who are facing more complex IT related issues (software, hardware, network, security, etc.).
Diagnose and troubleshoot hardware and software issues that Tier-1 support was unable to resolve, including OS installations, server access, and critical system errors.
Use advanced tools and techniques for remote diagnostics, including system logs, system performance monitoring, and troubleshooting scripts.
Analyze and resolve networking issues such as VPN, DNS, and connectivity issues, often involving multiple systems and environments.
Support enterprise-level software applications and systems, including troubleshooting and providing guidance on their configuration and usage.
Escalate unresolved issues to Tier-3 support or specialized technical teams when necessary, ensuring accurate documentation and smooth handoffs.
Collaborate with Tier-1 support staff to assist in developing troubleshooting processes, guides, and knowledge base articles.
Maintain accurate records of service requests, incidents, and resolutions through the ticketing system.
Assist with regular system updates, patches, and software upgrades across various platforms and environments.
Conduct root cause analysis of recurring issues to identify trends and recommend preventative measures.
Provide training or assistance to Tier-1 staff on more advanced technical procedures and solutions.
Ensure that all support activities are completed in accordance with IT Service Management (ITSM) best practices.
Requirements
Essential Qualifications:
Bachelor’s degree in Information Technology, Computer Science, or a related field.
Minimum of 2 years of experience in an IT support or helpdesk role, with at least 1 year of experience in Tier-2 or advanced troubleshooting.
Strong knowledge of operating systems (Windows, MacOS, Linux) and software applications (Microsoft Office, enterprise software).
Advanced troubleshooting skills in hardware (servers, desktops, laptops) and software issues.
Experience with networking concepts such as TCP/IP, DNS, VPN, and Wi-Fi troubleshooting.
Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
Proficiency in remote support tools (e.g., TeamViewer, AnyDesk, or similar).
Experience supporting IT security concepts such as firewalls, antivirus, and endpoint protection software.
Ability to communicate complex technical information to non-technical users clearly and effectively.
IT certifications such as CompTIA Network+, Microsoft Certified IT Professional (MCITP), ITIL Foundation, or equivalent preferred.
Experience with Active Directory, Group Policy, and server management.
Experience in cloud services such as Office 365, Azure, or AWS.
Knowledge of virtualization technologies (VMware, Hyper-V).
Experience with scripting or automation (PowerShell, Bash, etc.) for advanced troubleshooting or system management.
