Tier 2 IT Support

Job Description
JOB DESCRIPTION
The IT Support Specialist (Tier 2) provides advanced technical support to end-users by troubleshooting and resolving complex hardware, software, and network issues. This role serves as an escalation point for Level 1 analysts and works closely with other IT teams to ensure timely resolution and high customer satisfaction.

Key Responsibilities:
• Respond to and resolve escalated technical support requests from Level 1 analysts and end-users.
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, operating systems, and business applications.
• Provide remote and on-site support as needed.
• Document issues, solutions, and workarounds in the ticketing system.
• Collaborate with infrastructure, network, and application teams to resolve cross-functional issues.
• Maintain and update knowledge base articles and technical documentation.
• Assist in onboarding/offboarding processes including ...

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