Job Description:

We are seeking a skilled and experienced L2 Technical Support Specialist to provide advanced technical assistance and troubleshooting for hardware, software, and networking issues. The ideal candidate will have a strong background in desktop/laptop support, OS migrations, and helpdesk operations, and will be responsible for resolving complex technical issues that have been escalated from Level 1 support. This position requires excellent problem-solving skills, communication abilities, and a customer-first attitude.

Key Responsibilities:

• Provide Level 2 support for desktops, laptops, and peripheral devices (printers, scanners, etc.)

• Diagnose and resolve hardware and software issues, including component replacements and upgrades

• Support Windows OS environments, performing installations, configurations, and troubleshooting

• Resolve escalated helpdesk tickets and ensure timely follow-up and resolution

• Manage email configurations, user accounts, and desktop profiles

• Perform operating system migrations and support IT rollouts and refresh projects

• Collaborate with Level 1 and Level 3 support teams to escalate and resolve complex issues

• Maintain detailed documentation of support activities and issue resolutions

• Assist with patch management, antivirus updates, and security compliance

• Provide remote and on-site support to end-users, ensuring high-quality service delivery

Professional Skills:

• Strong knowledge of Windows OS (7/10/11), Microsoft Office Suite, and remote support tools

• Experience with hardware diagnostics and replacements (laptops, desktops, printers)

• Proficient in troubleshooting TCP/IP, DNS, and basic networking issues

• Familiar with ticketing systems such as ServiceNow, Remedy, or Zendesk

• Excellent problem-solving and analytical skills

• Strong communication and customer service orientation

• Ability to manage multiple tasks and priorities in a fast-paced environment

• Experience with Active Directory (user account management, group policies)

• Knowledge of SCCM, imaging tools, and system deployment is a plus

• Certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP) are a strong advantage