Responsibilities

• Serve as the escalation point for complex technical issues unresolved by Tier1 support
• Provide advanced troubleshooting for hardware, software, and network-related problems
• Monitor and manage help‑desk ticket queues to ensure timely resolution and SLA compliance
• Document solutions and contribute to the knowledge base for recurring issues
• Train, mentor, and support junior help‑desk agents
• Collaborate with IT teams to implement system updates, patches, and improvements
• Analyze support trends and recommend process improvements
• Ensure compliance with IT policies, procedures, and security standards

Qualifications

• Associate or bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience)
• 3‑5 years of experience in IT support or help‑desk roles
• Strong knowledge of Windows and macOS environments, Microsoft...