Job Summary
This position involves delivering second-level IT support for end-user inquiries, encompassing the resolution of hardware, software, and networking challenges. The role also includes mentoring Tier I technicians and ensuring comprehensive documentation is kept up to date to enhance team efficiency and the knowledge base.
Responsibilities
- Provide advanced technical support for end-users encountering issues with hardware, software, and networks.
- Guide and mentor Tier I technicians to bolster their skills and improve overall service quality.
- Maintain thorough and precise documentation of incidents and solutions to aid in the efficiency of the team.
- Regularly update knowledge base articles to reflect current troubleshooting practices and solutions.
Qualifications
- A minimum of 2 years of experience in an IT service desk or technical support capacity.
- Strong proficiency in operating systems including Windows and MacOS, as well as M365 applications.
- Fundamental understanding of networking concepts and practices.
