L2 IT Support

Responsibilities:

End-user support

• Provide Level 2 support for incidents and service requests escalated by Level 1 teams.
• Diagnose and resolve hardware software operating-system and connectivity issues.
• Use approved procedures and knowledge bases to troubleshoot complex problems.
• Document categorise update and close tickets accurately.
• Keep users informed throughout diagnosis and resolution.

Workplace services support

• Configure deploy maintain replace and recover end-user devices.
• Install configure and troubleshoot standard software packages.
• Support printing solutions collaboration tools mobile devices and Workplace peripherals.
• Assist with software deployments technical rollouts and onboarding campaigns.
• Verify that assets comply with corporate standards and security requirements.

User and access administration

• Execute routine user-administration activities within granted rights.
• Perform approved account creation modification and deactivation activities.
• Support permission and group-management requests in accordance with validated procedures.
• Escalate privileged non-standard or high-risk requests to the responsible team.

Incident and problem management

• Investigate recurring incidents and contribute to root-cause analysis.
• Escalate issues requiring specialist expertise to the correct support group.
• Participate in problem-management activities and permanent-solution follow-up.
• Monitor trends and propose corrective or preventive actions.

Asset and inventory management

• Maintain accurate records of equipment and local stock.
• Track deployment assignment movement replacement return and disposal activities.
• Support inventories reconciliation reviews and audits.
• Documentation and knowledge management
• Create and maintain operating procedures troubleshooting guides and knowledge articles.
• Document diagnosis resolution and escalation steps.
• Contribute to service quality knowledge transfer and continuous improvement

Qualifications :

Technical Competencies: 

• End-user support Proven: Level 2 diagnosis and resolution for hardware software operating-system connectivity and workplace incidents.
• Operating systems: Operational support of Windows 10 and Windows 11.
• Productivity and collaboration: Microsoft Office / Microsoft 365 support; familiarity with Teams Outlook SharePoint and OneDrive is expected.
• Device deployment: Preparation imaging configuration software installation updates replacement and rollout support; SCCM/MECM experience expected where used.
• Mobile support: Support for iOS and Android devices.
• Network fundamentals: TCP/IP DNS DHCP VPN wired/wireless troubleshooting and network printing.
• Identity and access: Active Directory or equivalent; account creation modification deactivation permission and group management following approved procedures.
• ITSM and support tools: Ticket lifecycle management remote-support tools asset-management solutions and knowledge platforms; ServiceNow experience preferred where applicable.
• Asset management: Accurate inventory deployment replacement return disposal and audit support.
• Problem management: Recurring-incident analysis root-cause contribution trend monitoring and corrective action proposals.

Requirements:

• Associate degree diploma or bachelor degree in Information Technology Computer Science or a related discipline;
• Minimum three years of experience in IT support service desk deskside support or Workplace support;
• Experience supporting enterprise users and end-user computing services;
• Experience working within structured IT service-management processes;
• Experience with device-deployment and onboarding activities is strongly expected for this mission

Remote Work :

No

Employment Type :

Contract