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Provide second-level technical support for desktop/laptop hardware, software, and peripheral issues, diagnose and resolve advanced technical problems, and ensure compliance with IT policies and security protocols.
Responsibilities
- Provide second-level technical support for desktop/laptop hardware, software, and peripheral issues
- Diagnose and resolve advanced technical issues escalated from the L1 support team
- Install, configure, and maintain operating systems, software applications, and system updates
- Perform root cause analysis to identify recurring technical problems and develop solutions
- Excellent in troubleshooting break/fix issues of windows and mac computers
- Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN
- Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system
- Provide remote support and troubleshooting for users working from home or in the field
- Train and mentor junior support technicians as needed
- Ensure compliance with IT policies, security protocols, and best practices
Requirements
- Excellent in troubleshooting break/fix issues of Windows and Mac computers
Skills
Mac
*
Windows
*
VPN
*
Wi-Fi
*
LAN/WAN
*
* Required skills