IT Agent/Desktop Support

Job Summary:
We are seeking a skilled Tier 2+ IT Support Agent with strong troubleshooting abilities and technical knowledge to manage complex support issues. The ideal candidate has experience with various operating systems, ITSM tools, and networking concepts, along with excellent analytical and documentation skills. This role will focus on resolving escalated issues, performing root cause analysis, and ensuring long-term solutions for recurring problems.

Job Responsibilities:

• Manage and resolve escalated technical issues related to software, hardware, and networking.Conduct root cause analysis to address recurring technical problems and provide sustainable solutions.
• Document resolutions and best practices in knowledge base articles for future reference.
• Utilize ITSM tools like ServiceNow or Zendesk for incident, request, and problem management.
• Provide remote support to assist end-users across various locations with troubleshooting needs.

Job Requirements:

• 2-5 years of experience in a similar IT support role, handling advanced technical issues.
• Proficiency in Windows, macOS, and Linux operating systems.
• Understanding of networking concepts (TCP/IP, DNS, VPN) and hardware troubleshooting for laptops, desktops, and peripherals.
• Familiarity with ITSM tools (e.g., ServiceNow, Zendesk) and ITIL frameworks.
• Certifications such as CompTIA A+, Network+, or ITIL Foundations are a plus