The IT Level 2 Support Officer is responsible for providing advanced technical support to end-users and resolving more complex IT issues escalated from Level 1 support. This role requires a deep understanding of IT systems, hardware, software, and networks, ensuring that technical problems are efficiently and effectively addressed. The IT Level 2 Support Officer will work closely with other IT teams to ensure seamless service delivery and user satisfaction.

Key Responsibilities:

• Troubleshoot and resolve advanced hardware, software, and network issues escalated from Level 1 support.
• Provide technical support to users on desktops, laptops, printers, mobile devices, and various software applications.
• Diagnose and resolve system errors, software bugs, and configuration issues.
• Assist in the installation, configuration, and maintenance of computer systems, applications, and hardware.
• Escalate unresolved technical issues to Level 3 support or relevant departments, providing detailed documentation of the issue.
• Monitor system performance and identify potential issues before they impact users.
• Perform routine system checks, updates, and maintenance tasks on servers, networks, and end-user devices.
• Collaborate with network administrators to maintain the integrity and performance of the organization's IT infrastructure.
• Manage user accounts, permissions, and access controls as per company policies.
• Maintain accurate records of support requests, troubleshooting steps, and resolutions in the help desk ticketing system.
• Provide regular reports on common issues, recurring problems, and areas for improvement in IT service delivery.
• Document new technical solutions and troubleshooting procedures for knowledge-sharing among IT teams.
• Provide training and guidance to end-users on software applications, system updates, and best practices for IT security.
• Assist in the development and distribution of IT support guides and manuals.
• Mentor and assist Level 1 support staff with technical issues and professional development.
• Ensure compliance with the organization’s IT security policies and procedures.
• Assist in implementing security patches, software updates, and system backups to protect data and systems.
• Respond to security incidents, including malware infections, unauthorized access, and data breaches, escalating as needed.
• Strong knowledge of IT systems, including Windows, macOS, Linux, and Microsoft Office Suite.
• Proficiency in troubleshooting hardware (PCs, laptops, printers) and software issues.
• Experience with network troubleshooting, including TCP/IP, DNS, VPNs, and firewalls.
• Knowledge of Active Directory, user account management, and permissions.
• Familiarity with help desk and ticketing systems (e.g., ServiceNow, Zendesk).
• Strong analytical and problem-solving skills.
• Excellent communication skills, both written and verbal.
• Ability to work independently and manage multiple tasks effectively.
• Customer-oriented mindset with a focus on providing exceptional support.