Level 2 IT Support

Overview of the Role The Level 2 IT Support is responsible for delivering advanced technical assistance to end-users and internal IT teams. This role focuses on diagnosing and resolving complex technical issues, ensuring timely escalation when necessary, and maintaining exceptional customer satisfaction.

Main duties include:

• Provide timely and effective technical support to end-users via email, chat, or in-person.
• Troubleshoot and resolve escalated IT issues related to hardware, software, network, and peripherals.
• Diagnose and resolve complex technical problems with a focus on minimizing downtime and ensuring high levels of productivity.
• Monitor system performance and ensure compliance with security policies and procedures.
• Participate in IT projects, such as system upgrades, software deployments, and infrastructure changes.
• Manage customer expectations and ensure timely resolution of IT issues in accordance with service level agreements (SLAs)
• Document technical procedures, troubleshooting steps, and solutions for knowledge sharing and future reference.
• Provide training and guidance to end-users on IT best practices, security protocols, and efficient use of technology resources.
• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• Minimum of 2-3 years of experience in IT support or related roles.

Strong technical skills in troubleshooting hardware, software, and network issues. Proficiency in operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, G Suite). Familiarity with the ITIL framework and best practices in incident management and service delivery. Excellent communication skills with the ability to convey technical concepts to non-technical users. Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus. 500K per incident HMO coverage + Dental & Optical benefits 2-week paid Christmas vacation Electricity & Data subsidies 25K Educational Assistance Training and equipment will be provided Fixed Schedule of Mon-Fri from 7 AM to 4 PM Additional details will be discussed during the Job Offer stage.