IT Support Technician II

Requirements

Must have:

We are looking for candidates with 3-5 years of experience in IT support, system administration, or related fields. You should have a solid understanding of Windows, Linux, and MacOS environments. Proficiency in Active Directory, Exchange, O365, and remote desktop tools is essential. You must also possess advanced networking knowledge, including TCP/IP, firewalls, routing, and VPN technologies. Familiarity with ITSM ticketing systems and monitoring tools is required. Strong problem-solving and analytical skills are a must, and relevant certifications such as CompTIA Network , Microsoft, ITIL, or Cisco CCNA are preferred.

Responsibilities:

In this role, you will manage escalated issues that come from L1 support, ensuring timely resolutions in line with service level agreements (SLAs). You will conduct thorough troubleshooting of hardware, operating systems, networks, and applications. Collaboration with vendors and engineering teams will be necessary for unresolved challenges. You will provide support for server administration, network troubleshooting, and application configurations, while also identifying recurring issues and documenting solutions for knowledge base and FAQ updates. Additionally, mentoring and assisting the L1 support team with technical guidance and training will be part of your responsibilities. Participation in on-call rotation and incident management may be required as well.

Company:

This position necessitates onsite presence from Monday through Friday, with the willingness to work weekends and evenings as circumstances demand. We are a Media & Entertainment Firm seeking an L2 Support Engineer who can offer advanced technical support for escalated issues from L1. This role requires deeper troubleshooting, root cause analysis, and collaboration with other IT teams to resolve complex problems.