Level 2 It Support Engineer

We are seeking a highly skilled Level 2 IT Support Engineer to join our dynamic IT team. As a Level 2Support Engineer, you will play a key role in providing technical support for our end-users, managing hardware and software issues, and contributing to the overall health of our IT infrastructure. The ideal candidate will have hands-on experience with Azure Active Directory, a solid understanding of hardware and software troubleshooting, and expertise in infrastructure and networking.

Key Responsibilities:

1. End User Support:

   • Provide timely and effective Level 2 technical support to end-users.
   • Troubleshoot and resolve hardware and software issues on desktops, laptops, and mobile devices.

2. Azure Active Directory:

   • Utilize your expertise in Azure Active Directory to manage user accounts, groups, and permissions.
   • Troubleshoot and resolve authentication and access issues.

3. Hardware and Software Troubleshooting:

   • Diagnose and resolve hardware and software issues on various devices.
   • Install, configure, and maintain hardware components and peripherals.

4. Infrastructure Support:

   • Contribute to the maintenance and optimization of IT infrastructure components.
   • Work with Level 3 engineers to address complex infrastructure challenges.

5. Networking:

   • Troubleshoot networking issues, including connectivity and performance problems.
   • Collaborate with the networking team to ensure a robust and secure network environment.

6. Documentation:

   • Maintain accurate and up-to-date documentation of support procedures and technical configurations.
   • Create knowledge base articles to assist Level 1 support and end-users.

7. Collaboration:

   • Collaborate with cross-functional teams to address escalated issues and implement solutions.
   • Communicate effectively with end-users to understand and resolve technical issues.

Qualifications and Experience:

• Proven experience as a Level 2 IT Support Engineer.
• Strong skills in Azure Active Directory administration.
• Proficient in hardware and software troubleshooting.
• Familiarity with IT infrastructure components and networking.
• Excellent communication and customer service skills.