IT Support Technician II

The IT Support Technician II provides advanced technical support for Level 1–2 issues raised by employees, ensuring timely resolution in line with departmental service level agreements. This role requires strong troubleshooting skills, excellent communication, and the ability to work independently while collaborating with global teams. 

Due to the nature of the work, the role is primarily office based.

What You Will Be Doing:

• Diagnose and resolve technical issues methodically, providing regular status updates to end-users.
• Deliver end-user support across hardware, software, and networking, considering constraints and business impact.
• Act as a liaison between internal clients and other IT teams to escalate and resolve complex issues.
• 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 standardization and automation of account setup, laptop deployment, and patching/policy compliance.
• Support and maintain audio/visual equipment in office spaces and meeting rooms.
• Demonstrate flexibility to work extended hours when necessary to meet critical deadlines.
• Undertake additional duties as required within the scope of the role. 

Who We Are Looking For:

While we may have a wish list, we are always open to looking at different profiles for our roles, so please don’t hesitate in applying even if your experience does not check all of the boxes. We believe there is no one perfect resume for a role, but there is a perfect candidate for us, and that could be you.

• Experience: Have 2+ years in a technical help desk environment or relevant experience
• Naturally Curious: You are naturally curious, always asking relevant questions to gain a better understanding of new technologies and technical challenges
• Tech-Savvy: You have basic understanding of modern Windows client operating systems and standard applications including Microsoft Office, Chrome. Experience with support ticketing systems, documentation platforms, and remote monitoring and management (RMM) tools is a plus. Experience in basic user administration using LDAP, Google Workspace or Active Directory is a plus
• A Collaborator: You value the opinions and advice of others while freely sharing your own.  You contribute to the team efforts of problem-solving and process improvement
• Self-Directed: You track open tasks from inception to completion and are committed to meeting expectations and deadlines.  You have an aptitude for identifying and proactively solving problems as they arise
• Committed to Personal Growth: You are committed to building upon your existing technical and soft skills.  You view challenges as an opportunity for personal and professional development

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