Description

Provide advanced Level 2 IT support for onsite and remote employees, including executives and VIP users.

Responsibilities

• Resolve complex Level 2 IT support tickets and troubleshoot hardware, software, and network issues.
• Manage incident and service requests by tracking, updating, and reporting tickets according to SLAs and KPIs.
• Configure new user accounts and workstations while adhering to end-user computing policies and standards.
• Maintain office technology including printers, video conferencing units, and digital whiteboards.
• Support remote locations and travel to various sites on a case-by-case basis as required.

Required Skills

• 5+ years of relevant IT support experience.
• Proficiency with Office365, Active Directory, DNS, and DHCP.
• Experience supporting Virtual Desktop Infrastructure (VDIs), encryption software, and anti-virus solutions.
• Hands-on experience with file and printing services, shared drives, and wired/wireless networks.
• Familiarity with ticketing tools such as ServiceNow or Jira.
• Technical knowledge of VPN, major web browsers, and collaboration tools including chat and video conferencing.
• Ability to troubleshoot A/V devices and conference room systems.
• Strong communication skills to articulate technical solutions to non-technical stakeholders and C-level executives.
• High School education required; Bachelor's degree preferred.

Preferred Skills

• Experience managing vendor and supplier relationships.

Key Skills

Education

Any Graduate