About the Role
As a Technical Support Specialist in Tier 2, you will play a crucial role in resolving complex technical issues and escalations in end-user IT environments. Your expertise will contribute to maintaining operational efficiency and enhancing the service quality delivered to users. This role involves leading technical remediation during major incidents, performing root-cause analysis, and collaborating with vendors for advanced diagnostics and repairs.
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Key Responsibilities
- Resolve complex technical issues and escalations across end-user IT environments.
- Perform root-cause analysis for recurring, critical, and high-impact incidents.
- Lead technical remediation during major incidents and service disruptions.
- Coordinate with vendors for advanced diagnostics, repairs, replacements, and system upgrades.
- Support Tier 1 activities when required, including troubleshooting, installations, and maintenance.
- Ensure incidents and service requests are resolved within agreed SLAs.
- Provide technical guidance, mentoring, and support to Tier 1 personnel.
- Review and validate Tier 1 troubleshooting, resolutions, and technical work.
- Maintain technical documentation, SOPs, troubleshooting guides, and knowledge-base articles.
- Prepare summary and detailed reports on incidents, trends, performance, and systemic risks.
- Contribute to operational dashboards covering service quality, backlog, and performance.
- Recommend technical improvements, standardization initiatives, and risk-control measures.
Requirements
- Diploma or bachelor’s degree in Information Technology, Computer Science, or a related field.
- Relevant experience in Tier 2 technical support, desktop support, system administration, or IT operations.
- Advanced troubleshooting experience across Windows, macOS, hardware, software, and end-user environments.
- Strong knowledge of networking, operating systems, IT peripherals, remote-support tools, and ticketing systems.
- Experience in incident management, problem management, root-cause analysis, and SLA-based service delivery.
- Ability to troubleshoot complex issues and coordinate technical resolutions with vendors.
- Strong documentation, reporting, analytical, and problem-solving skills.
- Good leadership, mentoring, communication, and customer-service abilities.
- ITIL Foundation, CompTIA, Microsoft, Apple, or equivalent technical certification is preferred.
