Service Desk Technician (Level 2 Support)

About the role

The Service Desk Technician provides advanced technical support, handling escalated issues from Level 1 support and acting as a bridge to specialized IT teams. This role requires strong problem‑solving abilities, a solid technical background, and a customer‑focused mindset.

Key responsibilities

• Diagnose and resolve hardware, software, OS, Microsoft 365 and basic network issues.
• Handle escalated tickets, assess severity, prioritize, and meet resolution timelines.
• Escalate unresolved problems to Level 3 or specialized teams.
• Collaborate with NOC, Level 1 support and other cross‑functional teams.
• Conduct root‑cause analysis for recurring incidents and suggest improvements.
• Document solutions, update knowledge‑base articles, and maintain accurate incident records.
• Configure, install and troubleshoot desktops, laptops, printers and peripherals.
• Manage software installations, updates and user account administration (Active Directory, email, etc.).
• Monitor system performance, report anomalies and assist with IT inventory management.
• Provide high‑quality customer service via phone, email and chat, keeping users informed of ticket progress.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Minimum 5 years of experience in Microsoft 365 administration or similar support roles.
• Proven ability to troubleshoot complex technical issues across platforms.

Required skills

• Microsoft 365 administration
• Office 365 applications and services
• Exchange Online, SharePoint Online, Microsoft Teams
• Active Directory, Group Policy Management, Azure AD
• PowerShell scripting for automation
• Hardware troubleshooting (desktops, laptops, printers)
• Software installation and update management
• User account management
• System performance monitoring
• IT inventory and asset management