Job Description
We are seeking a detail-oriented and technically skilled Level 2 IT Technical Support to join our growing IT team. This role is responsible for providing advanced technical support to end-users, assisting with system administration tasks, and supporting IT projects under the direction of senior engineers and project managers. The ideal candidate is a strong problem-solver with a solid foundation in Windows environments, Office 365 administration, networking concepts, and endpoint security.
Job Title
-
Level 2 IT Tech Support
Work Schedule
- Day Shift
Job Qualifications/Requirements
- Respond to and resolve technical support inquiries via phone, email, and ticketing system.
- Troubleshoot and resolve hardware, software, and network-related issues for end users.
- Investigate and address alerts related to endpoint security and system monitoring tools.
- Collaborate with senior administrators to resolve complex or escalated issues.
- Provide support and assistance in executing IT infrastructure projects.
- Maintain and update technical documentation and knowledge base.
- Perform user account and mailbox management in Office 365, including license assignments.
- Troubleshoot email-related issues using email trace and other Office 365 tools.
- Support Active Directory environments, including user and group management.
- Assist with basic PowerShell scripting tasks and automation efforts.
- Apply fundamental networking knowledge to resolve DNS, DHCP, and connectivity issues.
- Perform basic macOS troubleshooting and support tasks as needed.
- Maintain a strong understanding of IT systems and continually adapt to new technologies.
Job Responsibilities
- Design, develop, and maintain recurring and ad-hoc reports using BI tools (Power BI, Tableau, QlikView, Excel).
- Build dashboards that enable easy interpretation of performance metrics.
- Ensure all reports are accurate, timely, and aligned with business goals.
- Monitor reporting processes and implement improvements as needed.
- Analyse large datasets to uncover trends, anomalies, and insights for operational and strategic decisions.
- Analyse large datasets to uncover trends, anomalies, and insights for operational and strategic decisions.
- Build and implement data models to support forecasting and business planning.
- Present analytical findings to stakeholders in a clear, compelling manner.
- Develop visualisations that simplify complex data.
- Translate technical data into actionable insights for non-technical audiences.
- Document data sources, reporting procedures, and methodologies.
- Create standardised reporting templates for consistent use across teams.
Good luck and God Bless!