Helpdesk L2 Support

Key Responsibilities:

Technical Support & Troubleshooting:

• Provide L2 support for Windows & Mac platforms across multiple clients and client-site locations.
• Troubleshoot and resolve complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations.
• Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner.
• Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments.
• Ensure that all technical issues are resolved with a focus on quality, efficiency, and minimal disruption to clients.

Ticket Management & Documentation:

• Effectively manage and update support tickets in the ticketing system, ensuring timely resolution and proper escalation when necessary.
• Maintain comprehensive, accurate documentation for all troubleshooting steps, resolutions, and procedures.
• Track recurring issues and collaborate with senior engineers for resolution and continuous improvement of support processes.

System Configuration & Maintenance:

• Configure and maintain Office 365 applications, including Exchange, SharePoint, Teams, and OneDrive.
• Perform regular system and application updates, patch management, and preventive maintenance on client devices and networks.
• Use checklists and planning skills for maintenance activities to ensure smooth operations and minimal service disruption.

Collaboration & Client Interaction:

• Collaborate with the NOC and SOC teams to escalate and resolve critical incidents affecting client systems or network security.
• Provide clear, effective communication to end-users during troubleshooting and resolution, ensuring they are informed of progress and outcomes.
• Serve as a liaison between the Help Desk and more advanced support levels (L3), escalating issues as required.

Cloud Infrastructure & Security Awareness:

• Assist clients with cloud-based infrastructure support, including Azure, AWS, and cloud environments.
• Ensure client devices are configured securely, implementing security best practices in coordination with SOC teams.

Qualifications & Skills:

• 3-5 years of experience in Helpdesk L2 Support, including 24x7 NOC, SOC, or IT support.
• Strong experience troubleshooting and maintaining Windows, Mac OS environments, including hardware, software, and network configurations.
• Advanced skills in Office 365 configuration and troubleshooting (Exchange, Teams, OneDrive, SharePoint).
• Proficient in troubleshooting remote support tools (e.g., RDP, AnyDesk, TeamViewer).
• Solid L1 to L2 support skills, including device troubleshooting, software installation, patching, and configuration.
• Strong experience in ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).
• Familiarity with cloud platforms like Azure, AWS, and knowledge of cloud infrastructure is a plus.
• Ability to plan and execute maintenance activities, ensuring minimal disruption to client operations.
• Excellent documentation skills, with attention to detail in creating clear and structured records.

Preferred Certifications:

• CompTIA A+, Network+, or Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• AWS Certified Solutions Architect (or similar)
• Azure Administrator certification (preferred)
• ITIL Foundation