General Description

A Level 2 IT Technician serves as the primary escalation point for unresolved technical issues. They are responsible for diagnosing complex hardware/software problems, managing user accounts, configuring network infrastructure, and mentoring junior technicians. This role bridges standard helpdesk tasks and advanced systems administration.

Responsibilities

• Complex Troubleshooting: Handle escalated, unresolved tickets from Tier 1 support. Resolve difficult issues with operating systems, backend applications, and hardware.
• Asset Management: Deploy, image, and maintain workstations, laptops, VoIP phones, and printers.
• Documentation: Update the corporate knowledge base with detailed technical workarounds to reduce future downtime.
• Mentorship: Assist with training and advising Level 1 support technicians.

Job Requirements

Work Experience

• Typically 2–4 years of experience in an IT support or helpdesk role.

Education

•  Preferred credentials include CompTIA A+, Network+, or Security +.

Knowledge, Skills and Abilities

• Strong understanding of Windows environments (Windows Pro, Windows Server) and Microsoft Applications.
• Excellent customer service, strong analytical problem-solving, and the ability to explain technical concepts to non-technical staff.