About the job IT Senior Support Specialist - L1/L2

The IT Senior Support Specialist handles escalated tickets from Level 1 and 2 support, focusing on complex technical issues involving hardware, software, and network systems. The ideal candidate has strong troubleshooting skills, experience in enterprise IT environments, and the ability to work independently while collaborating with remote teams. Familiarity with ITSM tools like ServiceNow and adherence to ITIL practices are highly valued.

Essential Duties and Responsibilities:

Respond to and resolve support tickets involving:

• Advanced workstation, laptop, and peripheral issues
• Operating system errors and application-level problems
• Network connectivity and configuration issues (LAN/WAN, VPN)
• Microsoft 365 and cloud-based service issues
• Perform in-depth troubleshooting and root cause analysis for recurring or complex incidents.
• Support a...