IT Service desk agent – Tier II

The Tier II IT Support Technician provides advanced technical support for end-user devices, applications, and network connectivity across multiple locations. This role serves as an escalation point for Tier I issues, ensuring timely resolution of complex incidents and contributing to a positive user experience. Responsibilities include supporting Microsoft 365 services, endpoint security, remote access solutions, and hardware lifecycle management. The technician collaborates with IT teams on projects, maintains compliance with security standards, and continuously seeks opportunities to improve processes and adopt emerging technologies.

Essential Duties and Responsibilities:

• Serve as Tier II escalation point for technical issues from the Service Desk and resolve complex incidents in a timely manner according to SLAs.
• Provide advanced support for desktops, laptops, mobile devices, and peripherals, including imaging, configuration, and troubleshooti...