- Company Name
- Nextech Group Limited
- Job Title
- 2nd Line IT Support
- Job Description
-
Job title: 2nd Line IT Support Engineer
Role Summary: Deliver responsive, technical assistance for tickets escalated from first line, diagnosing and resolving medium‑complexity IT issues across hardware, software, and network environments while maintaining high service quality and adherence to SLA metrics.
Expectations:
- Resolve issues promptly to meet SLA targets.
- Document all incidents, workarounds, and solutions in the ticketing system.
- Escalate unresolved problems to third‑line specialists with complete context.
- Communicate status updates to users and stakeholders clearly.
- Participate in continuous improvement initiatives and knowledge‑base updates.
Key Responsibilities:
- Investigate and troubleshoot incidents involving Windows and Linux operating systems, Office 365, networking devices, and end‑user peripherals.
- Configure and maintain user accounts, permissions, and directory services (e.g., Active Directory, Azure AD).
- Apply patches, updates, and security fixes following organizational procedures.
- Conduct remote and on‑site support sessions, guiding users through resolution steps.
- Capture detailed diagnostic data, logs, and screenshots for analysis and knowledge‑base creation.
- Collaborate with vendors, service providers, and internal IT teams on escalated issues.
- Monitor system performance and generate reports on incident trends, resolution times, and SLA compliance.
- Support change management processes for scheduled service changes and upgrades.
Required Skills:
- Proficiency in Windows Server administration, Windows desktop support, and basic networking (TCP/IP, DNS, DHCP).
- Strong troubleshooting methodology and analytical reasoning.
- Experience with remote‑desktop tools (RDP, TeamViewer, VNC).
- Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
- Good written and verbal communication skills, including documentation of procedures.
- Ability to work independently and in a team, manage multiple priorities, and adapt to changing demands.
Required Education & Certifications:
- Minimum of high‑school diploma or GED; associate or bachelor’s degree in Computer Science, Information Technology, or related field preferred.
- ITIL Foundation certification desirable; other relevant certifications (CompTIA A+, Network+, Security+) a plus.
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