About the job
The IT Support Technician II plays a pivotal role in delivering advanced technical assistance for Level 1–2 issues encountered by employees. This position ensures prompt resolution of technical queries while adhering to departmental service level agreements. The ideal candidate will possess exceptional troubleshooting capabilities, strong communication skills, and the ability to work autonomously while effectively collaborating with global teams.
Key Responsibilities
- Methodically diagnose and resolve technical issues, providing regular status updates to users.
- Provide end-user support for hardware, software, and networking, considering business constraints and impacts.
- Act as a liaison between internal clients and IT teams to escalate and resolve complex issues.
- Clearly communicate technical concepts to non-technical users, both verbally and in writing.
- Maintain accurate records in IT systems, including hardware inventory, patch management, ticketing, and documentation.
- Contribute to global initiatives aimed at standardizing and automating account setup, laptop deployment, and compliance with policies.
- Support and maintain audio/visual equipment in office spaces and meeting rooms.
- Exhibit flexibility to work extended hours when necessary to meet critical deadlines.
- Perform additional duties as required within the role's scope.
Core Competencies
- Mentor junior team members by sharing expertise and guiding them through departmental processes.
- Identify opportunities for process improvement and proactively propose solutions.
- Work effectively with minimal supervision, prioritizing tasks based on business needs.
