IT Support Technician II

About the role

The IT Support Technician II provides advanced technical support for Level 1‑2 issues raised by employees, ensuring timely resolution in line with service level agreements. The position is primarily office‑based and requires strong troubleshooting, clear communication, and the ability to work both independently and with global teams.

Key responsibilities

• Diagnose and resolve technical issues methodically, keeping end‑users informed of status.
• Deliver end‑user support across hardware, software, and networking while considering business impact.
• Act as a liaison between internal clients and other IT teams to escalate and resolve complex problems.
• Communicate technical concepts clearly to non‑technical users, both verbally and in writing.
• Maintain accurate records in IT systems, including hardware inventory, patch management, ticketing, and documentation.
• Contribute to global initiatives for standardisation and automation of account setup, laptop deployment, and policy compliance.
• Support and maintain audio/visual equipment in office spaces and meeting rooms.
• Work extended hours when necessary to meet critical deadlines and undertake additional duties as required.

Required profile

• 2+ years of experience in a technical help‑desk environment or equivalent.
• Naturally curious and eager to learn new technologies.
• Collaborative mindset, willing to share knowledge and seek input.
• Self‑directed, able to track tasks from inception to completion.
• Committed to personal and professional growth.

Required skills

• Basic understanding of modern Windows client operating systems.
• Proficiency with Microsoft Office and Chrome browsers.
• Experience with support ticketing systems and documentation platforms.
• Familiarity with remote monitoring and management (RMM) tools (a plus).
• Basic user administration using LDAP, Google Workspace or Active Directory (a plus).
• Knowledge of hardware inventory and patch management processes.