IT Level 2 Support Specialist

About the role

We are seeking an experienced IT Level 2 Support Specialist to provide advanced technical assistance, troubleshoot complex issues, and help maintain the smooth operation of our IT systems and infrastructure.

Key responsibilities

• Provide Level 2 technical support for hardware, software, network, and system-related issues.
• Troubleshoot and resolve escalated problems that cannot be handled by Level 1 support.
• Manage user accounts, permissions, devices, and system configurations.
• Support Windows environments, Microsoft 365, applications, printers, and networking equipment.
• Monitor and troubleshoot network connectivity, VPN, Wi‑Fi, and other infrastructure issues.
• Install, configure, and maintain computers, software, and IT equipment.
• Document issues, solutions, and procedures in the ticketing system.
• Escalate complex issues to Level 3 support or external vendors when necessary.
• Assist with IT projects, system upgrades, deployments, and security initiatives.

Required profile

• 2+ years of experience in IT support or a similar technical role.
• Strong troubleshooting, problem‑solving, communication and customer service skills.
• Ability to work independently and prioritize multiple technical issues.

Required skills

• Windows operating systems, Microsoft 365, Active Directory.
• Basic networking knowledge: TCP/IP, DNS, DHCP, VPN, Wi‑Fi.
• Familiarity with ticketing systems and remote support tools.
• Relevant IT certifications such as CompTIA A+, Network+, or Microsoft certifications (a plus).