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 and maintain Active Directory user accounts, permissions, and group policies.
• Assist with software deployments, system imaging, and patch management.
• Collaborate with onshore IT teams to resolve cross-functional or infrastructure-related issues.
• Document solutions and contribute to the internal knowledge base.
• Ensure compliance with IT policies, procedures, and security standards.
• Provide remote support using tools such as RDP, Teams, or other remote access platforms.
• Participate in system maintenance tasks and support operational systems such as telephony and office equipment.

Required Qualifications & Experience:

• Bachelors degree in Information Technology or a related field, or equivalent work experience.
• Minimum 5-7 years of experience in IT support, including at least 1 year handling Level 3 or complex technical issues.
• Strong knowledge of Windows OS, Microsoft 365, and basic networking concepts.
• Experience with Active Directory, user provisioning, and endpoint management.
• Familiarity with ITSM platforms (preferably ServiceNow) and ticketing workflows.
• Excellent troubleshooting and problem-solving skills.
• Strong written and verbal communication skills in English.
• Ability to work independently and manage multiple priorities in a remote team environment.

Preferred Qualifications:

• Microsoft certifications (e.g., MS-900, AZ-104, or equivalent)
• ITIL Foundation certification
• Experience with scripting (PowerShell, batch) or automation tools
• Exposure to cloud environments (Azure, AWS)
• Experience in healthcare, finance, or other regulated industries

Key Skills:

• Advanced technical troubleshooting
• Proficiency in Microsoft 365 and Windows environments
• Strong documentation and organizational skills
• Excellent customer service and interpersonal communication
• Ability to prioritize and resolve issues efficiently
• Familiarity with remote support tools and multi-line phone systems

R