Senior L2 Helpdesk Technical Support Specialist

The Senior L2 Helpdesk Technical Support Specialist provides advanced technical support to users by diagnosing and resolving complex hardware, software, network, and system-related issues. The role handles escalated incidents from Level 1 support, ensures timely resolution, and contributes to improving IT service delivery and user experience.

Key Responsibilities

• The provisioning of high-quality technical support to our clients via telephone, email & chat; Hardware and software provisioning (run-up) for client orders; Management and ordering of licenses and equipment.
• Provide Level 2 technical support for escalated hardware, software, network, and system issues.
• Troubleshoot and resolve complex incidents involving desktops, laptops, operating systems, applications, VPN, connectivity, and peripherals.
• Investigate recurring technical issues and identify root causes to prevent future incidents.
• Manage and prioritize support tickets based on urgency and business impact.
• Provide remote and onsite technical assistance to end users.
• Configure, maintain, and troubleshoot workstations, applications, user accounts, and IT equipment.
• Escalate complex or unresolved issues to Level 3 support, vendors, or relevant technical teams when required.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and knowledge articles.
• Assist with system upgrades, software deployments, device provisioning, and IT projects.
• Monitor IT systems and services and proactively address potential issues.
• Provide technical guidance and mentoring to Level 1 Helpdesk Specialists.
• Ensure compliance with IT security policies, procedures, and service-level agreements (SLAs).
• Communicate effectively with users and stakeholders regarding incident status and resolution.