IT Support Tier 2

Why Join Us?

We are looking for an IT Support – Tier 2 to join our Escalation Engineers team.
Who has a passion for troubleshooting, system optimization, and user support, who has a desire to resolve complex technical issues with a focus on improving user experience and system efficiency, including root causes analysis and implement new automated processes.
In this position you will use your expertise in advanced troubleshooting, system administration, and customer support, and will manage complex technical issues, optimize system performance, and ensure seamless user experiences. As well, you will be the escalation path of Help Desk T1 agents.

Key Responsibilities
Provide advanced technical support to users of Microsoft Windows-based systems, including desktop computers, laptops, and servers, with a focus on complex issues.
Lead the installation, configuration, and troubleshooting of Microsoft Windows operating systems, software applications, and hardware devices.
Manage and resolve intricate issues within Active Directory and Exchange Server environments, and optimize these systems for better performance.
Mentor and support junior help desk T1 agents by providing guidance and sharing expertise to elevate team performance.
Lead investigation and led for root cause analysis, help to solve issue/s permanently.
Conduct in-depth end-user training and develop training materials on Microsoft Windows products, Check Point products and services.
Collaborate with IT team members and other departments to enhance and maintain the company’s IT infrastructure and to drive continuous improvement initiatives.
Lead projects related to system upgrades, migrations, and implementations, ensuring alignment with organizational goals and minimal disruption to users.
Qualifications
3-5 years of experience in Microsoft Windows system administration, with a proven track record in handling complex technical issues.
Extensive experience with Active Directory, Exchange Server, and other Microsoft products and services, including advanced troubleshooting and optimization techniques.
Demonstrated leadership abilities, with experience mentoring or supervising T1 team members.
Strong analytical and problem-solving skills, with a keen ability to diagnose and resolve intricate technical problems.
Excellent written and verbal communication skills, with the ability to articulate complex technical information to non-technical users.
Proven ability to work independently and as part of a team, with a proactive approach to learning and adapting to new technologies.
Familiarity with cloud computing technologies and experience with their integration into existing IT environments.
Knowledge of Mac OS and Linux is highly desirable, with the ability to troubleshoot and support these systems as needed.