The role of the Level 2 Helpdesk Technician is to provide advanced technical support for end-users and resolve escalated IT issues. This role serves as a critical second line of defense in diagnosing and troubleshooting hardware, software, and network problems.
Key Responsibilities:
* Handling tickets escalated from Level 1 support, supporting desktop and mobile environments, managing user accounts, and maintaining system performance.
* Supporting Windows, Office 365, Active Directory, and remote support tools.
* Collaborating with internal technical teams and escalating unresolved issues to Level 3 support with proper documentation.
This includes performing remote software updates, configurations, network troubleshooting, and holding remote support sessions with customers. Additionally, coordinating internal and third-party engineering resources for onsite support as needed.
The ideal candidate has strong analytical abilities, excellent communication skills, and experience working in a fast-paced support environment. Key Behaviors, Attitudes & Attributes include self-motivation, independence, assertiveness, and a team player mentality.
Required Education and Experience:
* Bachelor's degree in IT, electrical/mechanical/mechatronics/automatic engineering.
* Advanced IT systems knowledge, troubleshooting skills, and proficiency with Microsoft OS and Office 365.
In terms of physical demands, the ability to lift/carry 5-20 kg, push/pull equipment, with accommodations for disabilities as needed.
Seniority Level
This is an entry-level position within the Information Technology sector, specifically within the Libraries industry.
Job Function
This role involves providing information technology services on a full-time basis.