Service Desk Technician

Role Summary

We are seeking a highly skilled L2/L3 Service Desk Technician to join our team. This is a full-time remote position responsible for providing advanced technical support, troubleshooting complex IT issues, managing escalations, and ensuring system stability. The ideal candidate should have a strong background in IT support, excellent problem-solving abilities, and a commitment to delivering exceptional customer service.

Role Description

• Provide L2/L3 technical support for end-users, resolving escalated IT issues related to software, hardware, and network systems.

• Diagnose and troubleshoot complex technical problems, ensuring minimal downtime and optimal system performance.

• Manage escalations from L1 support technicians, offering guidance and resolution strategies.

• Perform system administration tasks, including patch management, updates, and configurations.

• Monitor IT systems for potential issues and proactively implement solutions to prevent service disruptions.

• Document troubleshooting steps, resolutions, and best practices for future reference.

• Collaborate with other IT teams and departments to address infrastructure and security concerns.

• Maintain high levels of customer satisfaction by providing timely and effective solutions.

• Assist in training and mentoring junior technicians as needed.
  
  

Qualifications

• Proven experience in an L2/L3 Service Desk or IT Support role.

• Strong knowledge of Windows, macOS, and Linux operating systems.

• Experience with networking protocols, firewall configurations, and VPN troubleshooting.

• Expertise in diagnosing and resolving software and hardware-related issues.

• Familiarity with cloud platforms such as Microsoft 365, Azure, or AWS.

• Proficiency in Active Directory, Group Policy, and system administration.

• Excellent communication skills with the ability to explain technical concepts to non-technical users.

• Strong analytical and problem-solving abilities.

• Relevant certifications such as CompTIA A+, Network+, Microsoft Certified: Azure Fundamentals, or ITIL are a plus.

• Ability to work independently in a remote setting while maintaining team collaboration.