Tier 2 Service Desk Technician

About the role

We are looking for a Tier 2 Service Desk Technician to be the first point of contact for technical support across a large‑scale infrastructure organization. You will ensure employees have reliable access to the technology they need, troubleshoot issues, and help improve system reliability.

Key responsibilities

• Provide timely onsite and remote technical support to end users.
• Diagnose, troubleshoot, and resolve hardware, software, and network problems.
• Stage, deploy, and reclaim IT equipment such as workstations, printers, and network devices.
• Maintain operating systems, applications, and drivers.
• Guide users on proper use of software and equipment.
• Perform routine maintenance, system upgrades, and support IT initiatives.
• Participate in an after‑hours rotation for critical incidents.

Required profile

• 3‑5 years of experience in IT support or service desk roles.
• Bachelor’s degree in computer science, engineering, or related field, or equivalent experience.
• Strong communication, organization, and problem‑solving abilities.

Required skills

• Windows 10
• Office 365
• Active Directory administration (user and security management)
• LAN/WAN networking concepts and troubleshooting
• Cybersecurity best practices and data privacy principles
• Hardware and software troubleshooting
• Experience with IT equipment staging and deployment