IT Technical Support

Overview:
We are seeking a skilled and customer-focused Tier 2 IT Helpdesk Technician with 5 years of experience to join our dynamic IT support team. This position is critical to maintaining user productivity and IT service quality with a strong focus on troubleshooting and resolving issues related to Microsoft Active Directory and Windows environments.

Key Responsibilities:

• Provide second-line technical support for laptops desktops mobile devices and peripherals across Windows environments.
• Troubleshoot and resolve incidents related to Microsoft Active Directory (user accounts group policies OUs permissions login issues etc.).
• Support Office suite (Outlook Excel Word PowerPoint) and enterprise collaboration tools.
• Handle escalations from Tier 1 support and work closely with Tier 3 and infrastructure teams for advanced issue resolution.
• Perform user onboarding/offboarding and manage access rights through AD and other systems.
• Provide on-site & off-hour VIP Support for Executives and other urgent cases.
• Maintain accurate records of issues and resolutions using the service management system (e.g. Zendesk etc.).
• Assist with software deployment patching and system updates.
• Identify recurring issues and recommend long-term solutions or process improvements.
• Ensure compliance with IT security policies and procedures.

Qualifications :

Required Experience:

• Bachelors degree in Information Technology Computer Science or a related field.
• 5 years of hands-on experience in an IT support role in an enterprise environment.
• Strong proficiency with Microsoft Active Directory (ADUC GPOs DNS DHCP).
• Solid experience supporting Windows 10/11 Office 2021/2023 and standard desktop applications.
• Familiarity with remote support tools (e.g. SCCM Remote Desktop etc.).
• Strong problem-solving and communication skills both written and verbal.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Certifications such as CompTIA A Network Microsoft (MCP MCSA) or similar are preferred.
• VDI support experience is a plus.
• MacOS support experience is a plus.
• Working knowledge of ITIL practices is a plus.

Preferred Experience:

• Experience in IT service desk environments supporting 500 end users.
• Exposure to basic scripting (PowerShell) for automation tasks.
• Experience with ticketing systems (e.g. Zendesk ServiceNow BMC Remedy).
• Experience with Enterprise Mobility Management (or Mobile Device Management).
• Experience with WDS (Windows Distribution Services).
• Experience with disk imaging/cloning tools.

Additional Information :

All your information will be kept confidential according to EEO guidelines. 

Remote Work :

No

Employment Type :

Contract