About this role

Provide Tier 2 support to clients for hardware, software, network and security issues.
Collaborate with other support roles for efficient problem resolution.
Manage client IT systems and adhere to service level agreements.
Monitor and optimize client systems for efficient performance.
Maintain clear client communication and set expectations on active support inquiries.

Bachelor's degree or Associate’s degree in Information Technology, Computer Science, Network Administration or related field.
2-5 years of relevant IT experience as either a Systems Analyst, Systems Administrator, IT Specialist or similar position.
Industry certifications e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA, or similar, are highly desirable.
Expanded technical knowledge of current IT infrastructures including servers, networks, virtualization, cloud systems and security.
Proficiency with Microsoft server and client operating systems, Active Directory, DNS, DHCP, VDI technologies, Exchange/Office 365 and desktop applications.
Proficiency with LAN/WAN connectivity designs, firewalls, switching and wireless.
Management of cloud systems including AWS, Azure and Office 365.

Service Desk Specialist II

Key skills