Service Desk Technician 2

Overview

We are seeking a highly skilled and experienced Level 2 Help Desk Technician to join our IT support team. As a Level 2 Service Desk Technician, you will be responsible for providing advanced technical support and troubleshooting assistance to end-users and internal teams. You will play a crucial role in ensuring the smooth operation of our organization’s IT infrastructure and delivering exceptional customer service.

Responsibilities

Provide advanced technical support and troubleshooting assistance for hardware, software, network, and system-related issues.
Act as the highest point of contact for resolving escalated technical support tickets and complex IT issues.
Utilize remote support tools to assist end-users with technical problems and provide timely resolution.
Perform in-depth root cause analysis to identify and resolve recurring technical issues, ensuring long-term solutions are implemented.
Collaborate with the WEO IT team to escalate and resolve complex technical issues that require specialized expertise.
Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides for internal and end-user reference.
Participate in the planning and implementation of IT projects, including system upgrades, migrations, and deployments.
Conduct regular maintenance tasks, system updates, and patches to ensure optimal performance and security of IT systems.
Serve as a technical mentor and resource for junior team members, providing training, guidance, coaching, and knowledge-sharing opportunities to help develop their skills and expertise.
Stay updated with emerging technologies, industry trends, and best practices in IT support to continuously improve technical skills and knowledge.
Take initiative in identifying process improvements and implementing efficiency-enhancing measures within the IT support team, demonstrating leadership and a proactive approach to problem-solving.

Requirements:

Degree in computer science, Information Technology, or related field. Relevant certifications (e.g., CompTIA A+, Network+, Security+) are a plus.
3-5 years experience working as a Level 3 Service Desk Technician or similar role for a US-based client, with a strong understanding of IT support processes and methodologies.
Proficiency in diagnosing and troubleshooting hardware, software, network, and system issues in a Windows environment.
Expertise in utilizing remote support tools and ticketing systems to provide efficient technical assistance to end-users.
In-depth knowledge of the Microsoft ecosystem, including Windows, Active Directory, Office 365, and Azure
Strong analytical, problem-solving, and decision-making skills, with the ability to perform root cause analysis and implement effective solutions.
Excellent English communication and interpersonal skills, with the ability to effectively interact with end-users, colleagues, and stakeholders at all levels of the organization.
Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and tasks simultaneously.
Commitment to maintaining the highest standards of professionalism, integrity, and customer service excellence.

Other Benefits and Perks

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