2nd Line Support Technician

IT Support Technician

We are seeking a driven and technically skilled 1st and 2nd Line IT Support Technician to join our dynamic IT team. The successful candidate will provide frontline and second-level technical support for both internal users and external clients, resolving a wide range of IT issues. This role requires strong knowledge of Windows operating systems, basic networking, and end-user support. Support will be provided remotely and occasionally on-site when required.

Key Responsibilities:

• Provide end-user support by responding to and resolving technical queries related to hardware, software, and networking – including desktop/laptop support, printers, and peripherals.
• Windows Environment Support: Install, configure, and troubleshoot Windows 10/11 operating systems, user profiles, local and network printers, shared drives, and permissions.
• Microsoft 365 Support: Assist with Outlook, Teams, OneDrive, and SharePoint issues, including user setup and license troubleshooting.
• Active Directory: Manage user accounts, passwords, and group memberships.
• Endpoint Management: Support for desktops, laptops, and mobile devices, including hardware diagnostics and peripheral installations.
• Remote and On-site Support: Provide assistance both remotely and occasionally at client sites as required.
• Helpdesk Ticketing: Log, update, and resolve support tickets, ensuring proper documentation of all issues and fixes.
• Escalation: Escalate unresolved technical issues to higher-tier support or vendors where appropriate.
• Client Interaction: Maintain high levels of professionalism and communication with users during support interactions.
• Identify and respond to potential cybersecurity risks, including phishing attempts, malware alerts, and unauthorized access attempts.
• Apply basic security practices such as configuring firewalls, managing user access rights, enforcing strong password policies, and ensuring systems are up to date with patches.

Required Skills and Qualifications:

• Minimum 1-3 years' experience in a 1st or 2nd line IT support role.
• Solid experience working in Windows-based environments (Windows 10, Windows 11).
• Strong understanding of Microsoft 365, including Outlook configuration and Office suite troubleshooting.
• Familiarity with Active Directory, Group Policy, and basic networking (IP, DNS, DHCP).
• Experience with remote support tools (e.g., AnyDesk, TeamViewer, Remote Desktop).
• CompTIA A+ or Network+ certification highly advantageous.
• Knowledge of endpoint protection and patch management is a plus.
• Valid driver's license and own reliable transport.

Personal Attributes:

• Friendly and professional with a customer-first mindset.
• Excellent time management and troubleshooting skills.
• Able to work independently or collaboratively.
• Calm under pressure and capable of handling multiple priorities.