Description

You will manage complex technical escalations and hardware issues as a Tier 2+ support resource.

Responsibilities

• Resolve escalated technical issues involving software, hardware, and networking.
• Perform root cause analysis to implement sustainable solutions for recurring problems.
• Document resolutions and best practices within knowledge base articles.
• Manage incidents, requests, and problems using ITSM tools like ServiceNow or Zendesk.
• Provide remote support to end-users across multiple locations.

Required Skills

• 5+ years of experience in an advanced IT support role.
• Proficiency with Windows, macOS, and Linux operating systems.
• Working knowledge of networking concepts including TCP/IP, DNS, and VPN.
• Experience troubleshooting laptops, desktops, and peripherals.
• Practical use of ITSM tools such as ServiceNow or Zendesk.
• Understanding of ITIL frameworks.
• Degree or equivalent experience (Any Graduate).

Preferred Skills

• CompTIA A+ or Network+ certification.
• ITIL Foundations certification.

Key Skills

Education

Any Graduate