L2 Helpdesk Support

• Health Insurance (HMO)
• Competitive Salary
• Allowances
• Paid Time offs (Unused Vacation Leaves are convertible to cash)
• Company wide events

• Provide Level 2 support as an escalation point for technical issues, incidents, service requests, and customer enquiries

• Diagnose and resolve issues using remote troubleshooting, questioning, and appropriate technical analysis

• Capture, manage, update, and close tickets accurately from initial contact through to confirmed resolution

• Provide clear guidance to customers, including correct support channels, troubleshooting steps, and IT product or service information

• Escalate unresolved or high-priority issues to the appropriate specialist or support team

• Document incidents, resolutions, customer updates, feedback, and knowledge base information clearly and accurately

• Identify service improvements and support IT project work when required

• Participate in on-call rotation and support service delivery in line with SLAs, company policies, and procedures

• At least 3-5 years of experience in a similar role

• Strong technical troubleshooting skills with the ability to diagnose and resolve moderate to complex issues

• Working knowledge of office applications, databases, remote support tools, and ticketing systems

• Excellent English communication skills

• Ability to handle multiple helpdesk tickets

• Good documentation skills

• Experience with Active Directory, Microsoft Azure, Microsoft 365, and cloud environments

• Microsoft Intune experience across endpoint management, device enrollment, application deployment, and policy configuration

• Basic networking troubleshooting skills across DNS, DHCP, Wi-Fi, VPN, connectivity, and printers

• Experience supporting Windows and on-premises server environments, including Hyper-V

• Experience with PowerShell scripting and automation

• Experience with Autotask and Datto RMM