Description

You will act as an escalation point for Tier 1 technicians to resolve complex IT issues.

Responsibilities

• Troubleshoot hardware, software, and network problems including VPN, Office 365, and Active Directory.
• Provide remote and onsite support for desktops, laptops, mobile devices, and peripherals.
• Manage user accounts, including password resets, access provisioning, and permissions.
• Document all incidents, troubleshooting steps, and resolutions within Jira.
• Monitor system alerts and respond proactively to potential IT issues.
• Guide Tier 1 technicians through knowledge sharing and technical support.

Required Skills

• 3+ years of experience in a help desk or IT support role.
• Proficiency in Windows and/or macOS environments.
• Experience with Active Directory and Office 365 administration.
• Hands-on experience with Jira ticketing systems.
• Knowledge of basic networking concepts.
• Experience troubleshooting VPN, printers, and remote desktop tools.
• Ability to follow IT security policies and compliance standards.
• Any graduate degree.

Preferred Skills

• Knowledge of PowerShell or basic scripting and automation.

Key Skills

Education

Any Gradute