Tier 2 IT Support Technician

Key Responsibilities
End User Support

+ Provide Tier 1–2 technical support for Windows 10/11 desktops and laptops

+ Support Microsoft Office 365 applications (Outlook, Teams, OneDrive, Word, Excel, etc.)

+ Troubleshoot hardware issues including desktops, laptops, monitors, peripherals, and mobile devices

+ Perform hardware/software installations, upgrades, and replacements

Identity & Access Management

+ Create, modify, and disable user accounts in Active Directory and Azure AD

+ Manage password resets, group memberships, and access permissions

+ Support MFA and VPN-related access issues

Ticketing & Incident Management

+ Log, track, and resolve incidents and service requests using ServiceNow

+ Prioritize tickets according to SLA and business impact

+ Escalate unresolved or complex issues to Tier 3 or appropriate IT teams

+ Document resolutions, troubleshooting s...