Description
The Helpdesk Technician – Tier II provides second-level support by diagnosing and resolving complex hardware, software, and network issues; managing escalated ITSM tickets; documenting solutions; participating in problem management; mentoring Tier 1 technicians; and escalating critical issues to Level 3. The role supports on-site and remote workforce environments, collaborates with the Infrastructure team, and requires 3–5 years of help desk experience, including at least 1–2 years in a Tier II enterprise capacity, along with strong Windows, Active Directory, cloud, network, and ITSM knowledge.
