IT support L2

Key Responsibilities:

• Deskside Support: Provide swift and professional on-site or remote IT support to clients.
• Troubleshooting & Resolution: Analyze, diagnose, and resolve desktop, mobile, and hardware/software issues. Recommend and implement corrective solutions.
• System Configuration & Maintenance: Install, configure, test, monitor, and maintain client workstations, mobile devices, and related hardware or software.
• Ticket Management: Record, update, and resolve tickets using the BLK ticket management system. Ensure timely responses and accurate documentation.
• Collaboration Work with other support teams across global locations to resolve client issues efficiently.
• Monitoring & Tools Usage: Utilize BLK tools for building, monitoring, and troubleshooting client devices. Participate in disaster recovery testing exercises.
• Documentation: Write technical support and client-facing documentation in the form of Knowledgebase articles.
• Customer Service & Reporting: Uphold procedures for logging, reporting, and monitoring desktop operations. Meet or exceed expected customer service levels.
• Other Duties: Perform other responsibilities as assigned by the Level 2 Support Manager.