Help Desk Tier 2 Technician

About the role

We are looking for an experienced Help Desk Tier 2 Technician to serve as the primary escalation point for complex technical tickets. The role involves troubleshooting Windows and Linux environments, networking issues, Microsoft 365 services, and endpoint devices while ensuring high customer satisfaction.

Key responsibilities

• Handle high‑priority and unresolved tickets from Tier 1 support.
• Diagnose and resolve incidents affecting Windows, Linux, networking, and Microsoft 365.
• Perform root‑cause analysis and implement sustainable solutions.
• Maintain accurate ticket documentation and update knowledge‑base articles.
• Monitor SLA compliance and propose process improvements.
• Mentor Tier 1 staff and assist with skill development.
• Configure and maintain servers, network devices, and user endpoints.

Required profile

• Minimum 4 + years of professional IT support experience, including at least 1 year in a Tier 2 or escalation role.
• CompTIA A+ and Network+ (or equivalent certification/experience).
• Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience).
• Native or near‑native English proficiency (C1‑C2).

Required skills

• Windows system administration
• Linux system administration
• Active Directory user and permission management
• TCP/IP, DNS, DHCP networking fundamentals
• Microsoft 365 (Exchange Online, SharePoint, Teams)
• Remote access and ticketing tools
• System monitoring platforms
• RMM tools (e.g., ConnectWise Automate, NinjaRMM)
• Endpoint security and MXDR solutions
• ITIL service management framework
• Server virtualization (VMware, Hyper‑V, KVM)
• Backup and disaster recovery solutions