IT Support Technician (Level 2)

SUMMARY:
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POSITION INFO:

Are you passionate about IT support and ready to take the lead in ensuring seamless technical operations? We are seeking a skilled and experienced IT Support Technician (Level 2) to join our dynamic team. This is your opportunity to play a key role in maintaining and optimising IT systems across Microsoft and Office 365 environments.

About the Role

You will be the go-to expert for resolving complex technical issues, supporting end-users, and managing critical aspects of our Microsoft infrastructure. From handling escalations to ensuring the performance of our service desk, your contribution will be vital in delivering excellent IT support services.

Key Responsibilities

• Ensure efficient issue resolution and high-quality customer service.
• Oversee and manage IT support operations, handling escalations and providing expert guidance.
• Administer and troubleshoot Microsoft environments, including Windows and Office 365 applications (Exchange, Teams, SharePoint, OneDrive, etc.).
• Maintain Office 365 security and compliance, including user management, access control, and data protection.
• Develop and enforce IT support policies, procedures, and best practices.
• Monitor IT service desk performance, track KPIs, and ensure SLAs are met.
• Assist in network administration (firewalls, VPNs, DNS, DHCP) and infrastructure support.
• Oversee system updates, patch management, and IT security practices.
• Manage IT projects, such as migrations, upgrades, and implementations.
• Maintain IT documentation including asset records, troubleshooting guides, and workflow procedures.
• Provide support for HPE and Cisco products.

Requirements

• Minimum 5 years of IT support experience, with at least 3 years at Level 2 competency.
• Strong expertise in Microsoft technologies (Windows, Office 365).
• Proven experience managing Office 365 applications and cloud-based solutions.
• Solid understanding of networking protocols (TCP/IP, DNS, DHCP, VPNs, firewalls).
• Experience leading an IT support team or service desk.
• Strong troubleshooting and analytical skills.
• Excellent communication and stakeholder management abilities.