Technical Support Specialist – Level 2

Job Description

The L2 Technical Support Specialist handles escalated technical issues from L1 support, performs advanced troubleshooting, and ensures service continuity for end-users and business systems.

Responsibilities:

Diagnose and resolve complex hardware/software/networking issues.
Act as a liaison between L1 support and infrastructure/dev teams for deep-dive problem analysis.
Support configuration and deployment of systems and applications.
Manage user accounts, security permissions, and system access controls.
Maintain IT asset inventory and knowledge base documentation.
Collaborate with IT teams for patch management and system updates.
Participate in IT improvement projects and process optimization.

Requirements:

2–5 years of experience in IT support or system administration.
Strong proficiency in Windows networking, and server environments.
Familiarity with Active Directory, Office 365, ticketing tools (e.g., Freshdesk, Jira).
Ability to prioritize and manage multiple tasks under pressure.
Bachelor’s degree in IT or Computer Engineering; certifications like CompTIA, ITIL, or Microsoft MCP are a plus.