IT Technical Support Specialist – Tier 2
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Job Summary
- Resolve complex technical issues and escalations across end-user IT environments.
- Perform root-cause analysis for recurring critical and high-impact incidents.
- Lead technical remediation during major incidents and service disruptions.
- Coordinate with vendors for advanced diagnostics repairs replacements and system upgrades.
- Support Tier 1 activities when required including troubleshooting installations and maintenance.
- Ensure incidents and service requests are resolved within agreed SLAs.
- Provide technical guidance mentoring and support to Tier 1 personnel.
- Review and validate Tier 1 troubleshooting resolutions and technical work.
- Maintain technical documentation SOPs troubleshooting guides and knowledge-base articles.
- Prepare summary and detailed reports on incidents trends performance and systemic risks.
- Contribute to operational dashboards covering service quality backlog and performance.
- Recommend technical improvements standardization initiatives and risk-control measures.
- Diploma or bachelors degree in Information Technology Computer Science or a related field.
- Relevant experience in Tier 2 technical support desktop support system administration or IT operations.
- Advanced troubleshooting experience across Windows macOS hardware software and end-user environments.
- Strong knowledge of networking operating systems IT peripherals remote-support tools and ticketing systems.
- Experience in incident management problem management root-cause analysis and SLA-based service delivery.
- Ability to troubleshoot complex issues and coordinate technical resolutions with vendors.
- Strong documentation reporting analytical and problem-solving skills.
- Good leadership mentoring communication and customer-service abilities.
- ITIL Foundation CompTIA Microsoft Apple or equivalent technical certification is preferred.
Required Skills:
Physical Fitness: Ability to lift carry and move heavy materials; work in confined or elevated spaces. Experience: Previous experience in insulation work is an advantage but not always required for helper roles. Knowledge: Basic understanding of insulation materials tools and techniques (training is usually provided for helpers). Team Player: Willingness to work under supervision and assist skilled workers. Work Conditions: Comfortable working in cold environments outdoors or at heights. Communication: Ability to follow verbal and written instructions; basic understanding of workplace safety signs and labels. Let me know if this is for a job description resume or safety documentso I can tailor it more specifically. Contact :
About Company
601 employees
Being an active member of the United Nations Global Compact since March 2013, Madre Integrated Engineering w.l.l supports the principles of the Global Compact with respect to human rights, labor, environment, and anti-corruption.
