Senior L2 Helpdesk Technical Support Specialist

Job Summary

The Senior L2 Helpdesk Technical Support Specialist provides advanced technical support to users by diagnosing and resolving complex hardware, software, network, and system-related issues. The role handles escalated incidents from Level 1 support, ensures timely resolution, and contributes to improving IT service delivery and user experience.

Key Responsibilities

• The provisioning of high-quality technical support to our clients via telephone, email & chat; Hardware and software provisioning (run-up) for client orders; Management and ordering of licenses and equipment.
• Provide Level 2 technical support for escalated hardware, software, network, and system issues.
• Troubleshoot and resolve complex incidents involving desktops, laptops, operating systems, applications, VPN, connectivity, and peripherals.
• Investigate recurring technical issues and identify root causes to prevent future incidents.
• Manage and prioritize support tickets based on urgency and business impact.
• Provide remote and onsite technical assistance to end users.
• Configure, maintain, and troubleshoot workstations, applications, user accounts, and IT equipment.
• Escalate complex or unresolved issues to Level 3 support, vendors, or relevant technical teams when required.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and knowledge articles.
• Assist with system upgrades, software deployments, device provisioning, and IT projects.
• Monitor IT systems and services and proactively address potential issues.
• Provide technical guidance and mentoring to Level 1 Helpdesk Specialists.
• Ensure compliance with IT security policies, procedures, and service-level agreements (SLAs).
• Communicate effectively with users and stakeholders regarding incident status and resolution.