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Technical Support Specialist
2 months ago
Job Title: 2nd Line Support Engineer
About the Role:
We are seeking a highly skilled and experienced 2nd Line Support Engineer to join our team at IT Talent Solutions. As a 2nd Line Support Engineer, you will play a crucial role in delivering high-quality IT support to our clients.
Key Responsibilities:
- Provide 2nd line support to end-users, handling escalated technical issues with a focus on timely resolution.
- Manage and maintain Active Directory, including user account creation, group policies, and security settings.
- Administer and support Office 365, including user management, mailbox administration, and troubleshooting.
- Ensure all incidents and service requests are logged, prioritized, and managed effectively within the ITIL framework.
- Collaborate with 1st Line Support to identify recurring issues and develop long-term solutions.
- Participate in root cause analysis for major incidents and contribute to the development of knowledge base articles.
- Assist in maintaining and updating IT documentation, including procedures, policies, and user guides.
- Provide occasional on-site support as required.
Requirements:
- Proven experience in a 2nd Line Support role or similar, with a strong background in IT support.
- In-depth knowledge of Active Directory administration and Office 365 management.
- Familiarity with ITIL processes and best practices.
- Excellent problem-solving skills and the ability to work under pressure.
- Strong communication skills, with the ability to explain technical concepts to non-technical users.
- Experience with troubleshooting Windows OS, networking issues, and hardware problems.
- A proactive approach to continuous learning and keeping up with industry trends.
