Job description

Technical Support Specialist – Tier 2
Key Responsibilities

• Resolve complex technical issues and escalations across end-user IT environments.
  
• Perform root-cause analysis for recurring, critical, and high-impact incidents.
  
• Lead technical remediation during major incidents and service disruptions.
  
• Coordinate with vendors for advanced diagnostics, repairs, replacements, and system upgrades.
  
• Support Tier 1 activities when required, including troubleshooting, installations, and maintenance.
  
• Ensure incidents and service requests are resolved within agreed SLAs.
  
• Provide technical guidance, mentoring, and support to Tier 1 personnel.
  
• Review and validate Tier 1 troubleshooting, resolutions, and technical work.
  
• Maintain technical documentation, SOPs, troubleshooting guides, and knowledge-base articles.
  
• Prepare summary and detailed reports on incidents, trends, performance, and systemic risks.
  
• Contribute to operational dashboards covering service quality, backlog, and performance.
  
• Recommend technical improvements, standardization initiatives, and risk-control measures.
  

• Diploma or bachelor’s degree in Information Technology, Computer Science, or a related field.
  
• Relevant experience in Tier 2 technical support, desktop support, system administration, or IT operations.
  
• Advanced troubleshooting experience across Windows, macOS, hardware, software, and end-user environments.
  
• Strong knowledge of networking, operating systems, IT peripherals, remote-support tools, and ticketing systems.
  
• Experience in incident management, problem management, root-cause analysis, and SLA-based service delivery.
  
• Ability to troubleshoot complex issues and coordinate technical resolutions with vendors.
  
• Strong documentation, reporting, analytical, and problem-solving skills.
  
• Good leadership, mentoring, communication, and customer-service abilities.
  
• ITIL Foundation, CompTIA, Microsoft, Apple, or equivalent technical certification is preferred.