As an L2/L3 Technician, you will play a crucial role in maintaining IT systems, accepting escalations, ensuring the systems run smoothly, and resolving issues that arise. Individuals in this role are problem solvers and ticket closers.
Duties and Responsibilities:
· Resolve complex issues related to Microsoft systems and applications
· Handle escalations from L1 support, providing expert-level resolution for technical issues, and collaborate with Microsoft support if needed.
· Manage Systems: Handle Active Directory, Exchange, Microsoft 365, and Windows Servers
· Resolve Issues: Troubleshoot and fix complex problems
· Administer: Apply updates, manage backups, and ensure security
· Support Projects: Assist with migrations and document changes
· Azure Support: Manage Azure services and use PowerShell
· Ensure Security: Maintain compliance and conduct audits
· Collaborate: Work with teams and train junior staff
· Improve: Enhance processes and stay current with technology
Communicate: Update and address client feedback
Requirements
Must-have Skills/Qualification:
· Bachelor of Computer Science, Information Technology graduates or comparable experience
· At least 2-5 years of minimum experience in a similar role
· Strong knowledge and experience in Microsoft technologies (Microsoft EDM, and others)
· Excellent troubleshooting skills
· Ability to provide technical support and resolve requests in a timely and efficient manner
· Excellent communication skills to successfully collaborate with foreign counterparts
· Able to work under pressure
· Able to multi-task
· Good organizational skills
Advantageous Skills/Experience:
· MSP experience is highly desirable
Relevant certifications