Description

  • Serve as an escalation point for Tier 1 technicians, handling more complex IT issues. 
  • Troubleshoot hardware, software, and network-related problems, including Active Directory, VPN, and Office 365. 
  • Provide remote and onsite support for desktops, laptops, mobile devices, and peripherals. 
  • Assist with account management tasks such as password resets, user access provisioning, and permissions management. 
  • Document all incidents, troubleshooting steps, and resolutions in the ticketing system. 
  • Collaborate with Tier 2 and other IT teams for issue escalation and resolution. 
  • Monitor system alerts and respond proactively to potential IT issues. 
  • Provide guidance and knowledge sharing to Tier 1 technicians. 
  • Assist with basic scripting, automation, or PowerShell commands as needed. 
  • Follow IT security policies and procedures, ensuring compliance with company standards. 

Qualifications: 

Experience: 1-3 years in a help desk or IT support role. 

Technical Skills: 

  •  
  • Proficiency in Windows and/or macOS environments. 
  • Familiarity with Active Directory, Office 365 administration, and basic networking concepts. 
  • Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk). They use Jira 
  • Basic troubleshooting of VPN, printers, and remote desktop tools. 
  • Knowledge of basic scripting or PowerShell is a plus

Key Skills
Education

Any Gradute

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