Job Description
Key Responsibilities:
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· Provide second-level technical support for desktop/laptop hardware, software, and peripheral issues.
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· Diagnose and resolve advanced technical issues escalated from the L1 support team.
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· Install, configure, and maintain operating systems, software applications, and system updates.
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· Perform root cause analysis to identify recurring technical problems and develop solutions.
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· Excellent in troubleshooting break/fix issues of windows and mac computers
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· Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
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· Collaborate with IT team members on projects, upgrades, and implementations.
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· Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system.
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· Provide remote support and troubleshooting for users working from home or in the field.
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· Train and mentor junior support technicians as needed.
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· Ensure compliance with IT policies, security protocols, and best practices.
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· Perform routine maintenance and inspections to ensure optimal performance of equipment
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· Build and maintain strong relationships with end users and ensure user satisfaction.