IT Support Technician Tier 2

We are seeking a Tier 2 IT Support Technician to provide advanced technical support for end users across hardware, software, and enterprise systems. This role serves as an escalation point for Tier 1 support and is responsible for diagnosing and resolving moderately complex technical issues related to Windows operating systems, Microsoft 365, and endpoint devices.

Key ResponsibilitiesProvide Tier 2 technical support for desktops, laptops, peripherals, and enterprise applicationsTroubleshoot and resolve issues related to Windows OS (Windows 10/11), including performance, configuration, and securitySupport Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Exchange OnlineDiagnose and resolve hardware issues such as desktops, laptops, printers, monitors, docks, and mobile devicesInstall, configure, and maintain software applications and system updatesEscalate unresolved or complex issues to Tier 3 or infrastructure teams as appropriateDocument incidents, requests, and resolutions accurately in the ticketing systemAssist with onboarding/offboarding by setting up workstations, software, and user accessFollow ITIL best practices, SLAs, and internal support proceduresProvide excellent customer service and clear communication to both technical and non‑technical users