Key Responsibilities:
* Provide second-line technical support for hardware, software, and network issues
* Troubleshoot and resolve escalated incidents via phone, email, and ticketing systems
* Support Windows and macOS environments, including desktops, laptops, Servers and mobile devices
* Administer user accounts, permissions, and access rights in Active Directory and Microsoft 365
* Maintain and support internal systems including servers, printers, and network infrastructure
* Collaborate with third-party vendors and service providers for issue resolution
* Document solutions and contribute to the IT knowledge base
* Assist with IT projects such as system upgrades, migrations, and deployments
* Ensure compliance with IT policies, procedures, and security standards
Skills & Experience:
* Proven experience in a second-line IT support role
* Strong knowledge of Windows OS, Microsoft 365, Active Directory, and networking fundamentals
* Experience with remote support tools and ticketing systems (e.g., ServiceNow, Zendesk)
* Familiarity with ITIL practices is a plus
* Excellent problem-solving and communication skills
* Ability to work independently and as part of a team
* Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator)
What We Offer:
* Competitive salary
* Opportunities for professional development and certification
* Supportive team environment
* Free Parking