Service Desk Technician - Tier 2

• Provide in-depth support for escalated issues with desktops laptops servers and network devices. Troubleshoot hardware software and network problems including firewalls switches and access points.
• Windows Server & Active Directory Management
• Troubleshoot and manage issues related to Windows Server Active Directory and Group Policy. Ensure systems are functioning optimally and securely.

• Assist with setup configuration and troubleshooting of network components including VPNs routers switches and firewalls.

• Provide support for Office 365 including user management license assignments troubleshooting and email-related issues. Assist with Exchange Online and on-premises troubleshooting focusing on mailbox management email flow and user access issues. Ensure proper integration between cloud and on-prem environments and resolve any service disruptions.

• Support cloud environments like AWS GCP and Azure. Assist with cloud resources routine maintenance and troubleshooting related to cloud infrastructure. Collaborate with senior team members on cloud migrations and configurations.

• Work alongside Tier 1 and Tier 3 support teams to resolve complex technical issues and ensure smooth escalation processes.

• Perform regular updates upgrades and maintenance tasks to keep client systems secure and up to date.

• Coordinate with third-party vendors for support and service-related issues. Manage and escalate tickets to vendors as needed ensuring timely resolution and keeping clients informed of progress. Act as a liaison between the client and vendor for smooth communication and effective issue resolution.

• Provide remote support to end-users assisting with software installations troubleshooting and educating users on best practices.

• Contribute to client onboarding and IT infrastructure projects as needed. Assist with deployment and configuration of new systems or services.

• Use ticketing systems such as Remedy Jira or ServiceNow to track and document all support requests ensuring detailed and accurate records of troubleshooting and resolutions.

• Demonstrates a commitment to client satisfaction by providing timely effective technical solutions and maintaining positive communication.

• Strong verbal and written communication skills with the ability to clearly explain technical issues to both technical and non-technical users.

• Ability to diagnose and resolve complex technical issues independently and effectively ensuring minimal disruption to clients.

• A strong understanding of Windows operating systems Active Directory Windows Server and network infrastructure.

• Works effectively with other support teams vendors and clients to ensure smooth technical operations and issue resolution.

• 3 years of experience in IT support particularly in troubleshooting and resolving complex technical issues.
• Strong knowledge of Windows operating systems Active Directory Windows Server and network infrastructure.
• Experience with ticketing systems (e.g. Remedy Jira or ServiceNow).
• Proven ability to diagnose and resolve technical issues independently.

• Experience with cloud-based services like Office 365 AWS GCP or Azure.
• Relevant certifications such as CCNA CompTIA Network CompTIA A or MCSA.
• Experience in network management cloud environments or virtualization.

• Competitive salary and bonus structure.
• Comprehensive benefits package.
• Wellness programs and professional development opportunities.

Required Experience:

IC