
Tier 2 Technical Systems Integration Specialist
16 hours ago
Job Summary
IT Support Specialist - Tier 2
This role provides advanced technical support, escalated troubleshooting and assists in maintaining operational continuity across our systems hardware and software platforms.
- Tier 2 Support & Troubleshooting: Handle escalated issues from Tier 1 support including hardware software network and application issues. Perform root cause analysis and implement permanent solutions.
- Incident & Request Management: Manage and resolve incidents and service requests using ITSM tools (e.g. Jira Service Management) ensuring proper documentation ticket updates and timely communication with stakeholders.
- Hardware & Software Support: Configure deploy and troubleshoot laptops desktops mobile devices (macOS Windows iOS Android) and business-critical software.
- Account & Access Management: Administer user accounts permissions and security groups across Active Directory SSO platforms SaaS applications and collaboration tools.
- System Maintenance: Perform scheduled system checks software installations updates and patching to maintain compliance and system health.
- Knowledgebase & Documentation: Contribute to internal documentation and support knowledgebase articles to improve resolution efficiency and promote self-service.
- Onboarding & Offboarding Support: Ensure smooth onboarding and offboarding by preparing devices accounts and resources coordinating with HR and ITAM for asset handling.
- Collaboration & Escalation: Collaborate with engineering security and vendor support teams for high-complexity incidents infrastructure issues and service outages.
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