Job Description
Overview of the Role
The Level 2 IT Support is responsible for delivering advanced technical assistance to end-users and internal IT teams. This role focuses on diagnosing and resolving complex technical issues, ensuring timely escalation when necessary, and maintaining exceptional customer satisfaction.
Main duties include:
- Provide timely and effective technical support to end-users via email, chat, or in-person.
- Troubleshoot and resolve escalated IT issues related to hardware, software, network, and peripherals.
- Diagnose and resolve complex technical problems with a focus on minimizing downtime and ensuring high levels of productivity.
- Monitor system performance and ensure compliance with security policies and procedures.
- Participate in IT projects, such as system upgrades, software deployments, and infrastructure changes.
- Manage customer expectations and ensure timely resolution of IT issues ...