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  Provide advanced technical support to resolve complex IT issues for end-users, including hardware, software, network, and application problems.
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  Act as the escalation point for L1 support, taking ownership of unresolved incidents and service requests.
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  Troubleshoot and diagnose technical problems using various tools and methodologies.
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  Perform root cause analysis and implement solutions to prevent the recurrence of issues.
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  Manage and maintain IT infrastructure, including servers, networks, and systems.
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  Assist in the deployment, configuration, and maintenance of IT equipment and software.
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  Monitor system performance and ensure high availability and reliability.
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  Document and maintain technical procedures, user guides, and knowledge base articles.
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  Collaborate with other IT teams to resolve cross-functional issues and implement new technologies.
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  Participate in on-call rotation and provide after-hours support as needed.
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  Ensure compliance with IT policies, security standards, and best practices.
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  Provide training and guidance to L1 support staff and end-users to enhance technical skills and knowledge.

Requirements

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  Bachelor’s degree in Information Technology, Computer Science, or a related field.
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  At least 3+ years of proven experience as an L2 Service Desk Engineer, IT Support Engineer, or in a similar role.
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  Strong knowledge of IT systems, including Windows and Linux operating systems, Active Directory, Office 365, and virtualization technologies.
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  Proficiency in troubleshooting and resolving hardware, software, and network issues.
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  Experience with ConnectWise PSA, SharePoint, Server Management, PowerShell, and investigating security alerts.
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  Familiarity with ITIL framework and best practices.
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  Excellent problem-solving skills and attention to detail.
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  Strong communication and interpersonal skills.
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  Ability to work independently and as part of a team.
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  Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are a plus

Benefits

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  HMO, Dental, and Life Insurance for you and one free dependent from day one (with option to enroll more)
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  Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves convertible to cash on your anniversary)
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  Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more