Position – IT Support Technician (Tier-2)

Location/Shift – Office/Night

No. of Requirements – 2

Purpose of the position

To provide advanced technical support and troubleshooting for hardware, software, and network-related issues. This role serves as an escalation point for Tier 1 support, handling more complex incidents and ensuring prompt resolution to minimize downtime. To ensures uninterrupted IT support for global teams, maintaining system performance, security, and user productivity.

Responsibilities and Duties:

The IT Support Technician (Tier-2) is responsible for:

• Act as an escalation point for Tier 1 support, resolving advanced technical issues related to software, networking, and security.
• Provide on-site support to end-users, ensuring minimal downtime and maximum system efficiency.
• Diagnose, troubleshoot, and resolve Windows, macOS, and Linux operating system issues.
• Configure, manage, and maintain utility software such as antivirus, firewall, MS defender, VPNs, and endpoint security solutions.
• Monitor and maintain network performance, including troubleshooting DNS, DHCP, TCP/IP, and VPN connectivity issues.
• Manage and support Active Directory, Office 365, email configurations, and cloud applications.
• Perform software installations, updates, and patches to maintain system security and performance.
• Provide training and guidance to Tier 1 support staff to improve first-call resolution rates.
• Ensure adherence to IT security policies and best practices, identifying and mitigating potential threats.
• Other work assigned by Supervisor.

Academic & trades qualifications:

• Bachelor’s degree in Information Technology, Computer Science or related field.

Work Experiences:

• Minimum 2-3 years of relevant work experience.
• Prior experience in a 24/7 IT support environment.

Essential skills, abilities& knowledge:

• Excellent English communication and customer service abilities.
• Strong knowledge of Windows, macOS, and Linux operating systems.
• Experience supporting Microsoft 365, Google Workspace, and enterprise applications.
• Proficiency in network troubleshooting (TCP/IP, DNS, DHCP, VPNs, Wi-Fi).
• Experience with Active Directory user management, group policies, and permissions.
• Hands-on experience with antivirus, firewall management, and endpoint security solutions.
• Basic knowledge of PowerShell, Bash, or other scripting languages is a plus.
• Strong problem-solving and analytical thinking.
• Ability to work independently and collaboratively in a team environment.

We appreciate all applications, but only shortlisted candidates will be contacted for an interview.