L2 IT Support

Responsibilities

End-user support

• Provide Level 2 support for incidents and service requests escalated by Level 1 teams.
• Diagnose and resolve hardware, software, operating-system and connectivity issues.
• Use approved procedures and knowledge bases to troubleshoot complex problems.
• Document, categorise, update and close tickets accurately.
• Keep users informed throughout diagnosis and resolution.

Workplace services support

• Configure, deploy, maintain, replace and recover end-user devices.
• Install, configure and troubleshoot standard software packages.
• Support printing solutions, collaboration tools, mobile devices and Workplace peripherals.
• Assist with software deployments, technical rollouts and onboarding campaigns.
• Verify that assets comply with corporate standards and security requirements.

User and access administration

• Execute routine user-administration activities within granted rights.
• Perform approved account creation, modification and deactivation activities.
• Support permission and group-management requests in accordance with validated procedures.
• Escalate privileged, non-standard or high-risk requests to the responsible team.

Incident and problem management

• Investigate recurring incidents and contribute to root-cause analysis.
• Escalate issues requiring specialist expertise to the correct support group.
• Participate in problem-management activities and permanent-solution follow-up.
• Monitor trends and propose corrective or preventive actions.

Asset and inventory management

• Maintain accurate records of equipment and local stock.
• Track deployment, assignment, movement, replacement, return and disposal activities.
• Support inventories, reconciliation, reviews and audits.
• Documentation and knowledge management
• Create and maintain operating procedures, troubleshooting guides and knowledge articles.
• Document diagnosis, resolution and escalation steps.
• Contribute to service quality, knowledge transfer and continuous improvement

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• Technical Competencies: 

• End-user support Proven: Level 2 diagnosis and resolution for hardware, software, operating-system, connectivity and workplace incidents.
• Operating systems: Operational support of Windows 10 and Windows 11.
• Productivity and collaboration: Microsoft Office / Microsoft 365 support; familiarity with Teams, Outlook, SharePoint and OneDrive is expected.
• Device deployment: Preparation, imaging, configuration, software installation, updates, replacement and rollout support; SCCM/MECM experience expected where used.
• Mobile support: Support for iOS and Android devices.
• Network fundamentals: TCP/IP, DNS, DHCP, VPN, wired/wireless troubleshooting and network printing.
• Identity and access: Active Directory or equivalent; account creation, modification, deactivation, permission and group management, following approved procedures.
• ITSM and support tools: Ticket lifecycle management, remote-support tools, asset-management solutions and knowledge platforms; ServiceNow experience preferred where applicable.
• Asset management: Accurate inventory, deployment, replacement, return, disposal and audit support.
• Problem management: Recurring-incident analysis, root-cause contribution, trend monitoring and corrective action proposals.

Requirements

• Associate degree, diploma or bachelor degree in Information Technology, Computer Science or a related discipline;
• Minimum three years of experience in IT support, service desk, deskside support or Workplace support;
• Experience supporting enterprise users and end-user computing services;
• Experience working within structured IT service-management processes;
• Experience with device-deployment and onboarding activities is strongly expected for this mission