- Company Name
- TECEZE
- Job Title
- IT Support Engineer Level2
- Job Description
-
Job Title: IT Support Engineer Level 2
Role Summary:
Provide second‑tier technical support for end‑users and IT systems, handling escalated issues from Level 1, administering Active Directory and Microsoft 365, troubleshooting hardware/software, and ensuring secure, reliable operation of infrastructure, cloud services, and endpoint security.
Expactations:
- Resolve escalated desktop, application, and system incidents within defined SLA.
- Maintain system stability and security across Windows/macOS devices, printers, and mobile endpoints.
- Support network operations (LAN/WAN, Wi‑Fi, VPN, DNS, DHCP) and server virtualization/backup environments.
- Participate in IT projects, upgrades, and on‑call duties as required.
Key Responsibilities:
• Investigate and resolve Level‑2 support tickets for hardware, software, OS, and network problems.
• Administer Active Directory, user accounts, permissions, and Group Policy.
• Perform basic Microsoft 365/Exchange administration (mailboxes, licenses, user settings).
• Troubleshoot business network connectivity, Wi‑Fi, VPN, DNS, and DHCP issues.
• Support servers, virtualization platforms, backup solutions, and patch management.
• Deploy and manage endpoint security, anti‑virus, and patching tools.
• Document incidents, troubleshooting steps, and solutions in ITSM tools.
• Create and update knowledge‑base articles to assist Level 1 support.
• Collaborate on IT projects, system upgrades, and after‑hours support.
Required Skills:
- Strong troubleshooting and analytical abilities.
- Proficiency with Windows operating systems and enterprise applications.
- Hands‑on experience with Active Directory and Microsoft 365.
- Solid understanding of networking fundamentals (LAN/WAN, VPN, DHCP, DNS).
- Familiarity with ITSM platforms (ServiceNow, Jira, Freshservice, etc.).
- Excellent written and verbal communication; customer‑focused service orientation.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
- Industry certifications preferred: CompTIA A+, Network+, or Microsoft Certified: IT Support Specialist.