- Company Name
- Bitfarms
- Job Title
- IT Support Technician Level 2
- Job Description
-
**Job Title**: IT Support Technician Level 2
**Role Summary**: Deliver advanced technical support and maintain the organization’s IT infrastructure. Act as the bridge between end‑user support and advanced operations, ensuring optimal system performance and a high‑quality user experience.
**Expectations**:
- Resolve complex hardware, software, and network issues at second level.
- Administer and secure user accounts, devices, and network resources.
- Maintain system integrity through regular updates, patches, and audits.
- Document solutions, processes, and best practices.
- Train Level 1 technicians and end‑users on IT tools and security procedures.
**Key Responsibilities**:
- Provide onsite and remote second‑level support for advanced issues.
- Troubleshoot and resolve escalated tickets, prioritizing and escalating when necessary.
- Support Office 365 (user accounts, custom configurations) and mobile device integration.
- Install, configure, and maintain laptops, workstations, printers, and other hardware assets.
- Manage VPN user accounts (e.g., Tailscale, OpenVPN) and secure remote access.
- Troubleshoot Teams meeting‑room hardware/software.
- Coordinate onboarding/offboarding with HR: hardware/software provisioning, access management, asset recovery.
- Administer Microsoft Intune, Entra ID (Azure AD), Exchange, SharePoint, Teams, and Slack.
- Monitor updates, deploy patches, and perform security log reviews.
- Conduct periodic IT asset audits and inventory checks.
- Configure and troubleshoot LAN/WAN, TCP/IP, DNS, and firewall settings.
- Develop and implement process improvements and documentation.
- Train Level 1 staff and users on tools, applications, and best practices.
**Required Skills**:
- Strong troubleshooting skills for Windows, Office 365, and networking.
- Experience with Microsoft Intune, Azure AD, Exchange, SharePoint, Teams, and Slack.
- VPN setup and management (Tailscale, OpenVPN).
- Hardware installation/configuration and peripheral support.
- Ability to document procedures and train others.
- Excellent communication, problem‑solving, and organizational skills.
**Required Education & Certifications**:
- Associate or bachelor’s degree in Computer Science, Information Technology, or related field.
- Valid IT certifications preferred (e.g., Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Teamwork Administrator, CompTIA A+, Network+).