Help Desk Engineer (l2 - l3) - Remote Eligible

IT Support Technician

Maxana is seeking a skilled IT Support Technician to join our help desk team at an L2-L3 level. In this role, you will be responsible for providing high-quality technical support to our clients and ensuring their IT issues are resolved efficiently. You will work closely with other IT professionals to troubleshoot and resolve complex technical issues, maintain system functionality, and improve client satisfaction.

Key Responsibilities

• Provide Level 2 and Level 3 technical support for troubleshooting hardware and software issues via remote and on-site assistance.
• Monitor, manage, and resolve IT tickets in a timely manner.
• Install and configure computer systems, software, and hardware as per user requirements.
• Document solutions and update the knowledge base to enhance support processes.
• Collaborate with cross-functional teams to enhance IT infrastructure and security.
• Conduct system audits and assist with maintaining network performance.
• Drive continuous improvement efforts within the support team to enhance service delivery and efficiency.
• Train and mentor junior team members as needed.