Level 2 Support Technician

Description

Job Summary: An IT professional focused on technical support, ticket management, hardware and software maintenance, and network infrastructure, ensuring system availability and optimal performance. Key Highlights: 1. Full IT ticket handling (incidents, requests, service requests) 2. Technical support for hardware, software, and network infrastructure 3. Preventive and corrective maintenance of systems and equipment **Responsibilities:** – Receive, classify, register, forward, track, and close user-reported incidents, requests, and service requests according to defined support levels. – Handle inbound, outbound, and proactive support via phone, e\-mail, electronic systems, or in person, following established procedures and standards. – Keep users informed about ticket status and guide them on appropriate reporting channels. – Coordinate tickets with vendors and warranty contracts. – Record suggestions, compliments, and complaints, and conduct customer satisfaction surveys. – Perform on-site and remote support for installation, configuration, updates, and maintenance of operating systems, applications, and institutional software. – Clarify user questions regarding equipment operation and configuration, software, Active Directory, and other enterprise systems. – Provide clear and concise technical guidance. – Perform corrective and preventive hardware maintenance (desktops, laptops, peripherals, and components). – Install, replace, and test peripherals, projectors, tokens, and network devices. – Perform secure media and sensitive data sanitization. – Prepare technical reports and inspection records for equipment. – Install, configure, map, and test network and videoconferencing equipment, including IP addressing and network ports. – Transport, install, and label network assets (switches, racks, etc.). – Inspect and document environmental conditions (climate control, security, lighting, cleanliness) in network areas, escalating issues to responsible departments as needed. – Ensure technical areas are not used as storage spaces. – Schedule, configure, and provision environments and equipment for videoconferences, conducting pre-session tests and providing real-time support during sessions. – Record and update technical and administrative information in the IT service management tool. – Produce, review, and maintain up-to-date technical documentation and knowledge base articles. – Update user information (extensions, locations, etc.) in the system. – Report non-conformities and follow up on corrective actions with supervisors and responsible teams. – Transfer knowledge and support internal training initiatives. **Mandatory Requirements:** – Completed technical course in IT or currently enrolled in/holding a bachelor’s degree in IT; – ITIL service management framework training; – Windows 10 or later operating systems training; – Microsoft Office 365 applications training; – Linux training; – Structured cabling or equivalent network infrastructure training; – ITIL Foundation V3 or higher certification; – Microsoft MD100 or higher certification, or MS900: Microsoft 365 exam; – HDI Desktop Support Technician (DST) or higher certification for Level 2 support staff; – Minimum 1 year of hands-on experience delivering on-site technical support services. **Desirable Requirements:** Not applicable **Mandatory Certifications:** Not applicable ;