Provide technical support to end users and clients, resolving technical issues escalated from the 1st line support team, and ensuring that service levels are maintained. Work closely with clients to troubleshoot issues and identify root causes, providing guidance and expertise to resolve problems. Create and maintain technical documentation, including technical diagrams, procedures, and knowledge articles. Assist with technical escalation management and provide guidance and support to junior support team members. Troubleshoot and resolve hardware and software issues on workstations, laptops, and mobile devices. Perform routine maintenance and updates to operating systems, applications, and anti-virus software. Ensure compliance with IT policies, procedures, and security standards. Attend customer sites to perform maintenance checks and various IT Installations. Skills Desired: Excellent knowledge of desktop and laptop hardware, operating systems (Windows, Mac OS, Linux) and software applications. Strong knowledge of networking concepts such as TCP/IP, DHCP, DNS, and VPN. Experience in diagnosing and resolving technical issues related to desktops, laptops, mobile devices, and peripherals. Familiarity with Active Directory and user account management. Knowledge of basic server administration tasks such as user management, file shares, and security.