Job Description

As a Line 2 IT Support Technician, you will play a pivotal role in providing advanced technical support to end-users and ensuring the smooth operation of our IT systems. You will act as an escalation point for issues that cannot be resolved by first-line support, working closely with both internal teams and external vendors to troubleshoot and resolve complex hardware, software, and network problems. Your day-to-day responsibilities will include diagnosing and resolving incidents, managing service requests, and documenting solutions in our knowledge base. You will also be responsible for maintaining and configuring desktops, laptops, mobile devices, and peripherals, as well as supporting standard applications and bespoke business software.
The ideal candidate will have proven experience in a similar IT support role, strong knowledge of Windows and Mac operating systems, and familiarity with Active Directory, Office 365, and remote desktop tools. You should be confident in handling network-related issues, such as VPN connectivity and basic LAN/WAN troubleshooting. Excellent communication skills and a customer-focused approach are essential, as you will be interacting with staff at all levels of the organization. Industry certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation are desirable. If you thrive in a fast-paced environment, enjoy problem-solving, and are committed to delivering high-quality support, we encourage you to apply and be part of our dynamic IT team.

Skills Required