Helpdesk Support Analyst-Tier 2

Help Desk Support Analyst – Tier 2

We’re looking for a Tier 2 Help Desk Support In this role, you'll tackle more advanced issues that Tier 1 Support can't resolve, guide customers through complex troubleshooting, and work directly with hardware and equipment.
Key Responsibilities:

- PowerShell Scripting

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Network infrastructures: Managed network switches, firewalls, routers, wireless
* Server Environments: Windows 2008 R2, 2012, 2012 R2, 2016, 2019
* Server/Desktop/Cloud Backups: Familiar with installing, configuring, restoring, and troubleshooting with various backup tools
* Basic server administration, including add/remove users and groups, group policy management, configuration of file and share level permissions

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Provide expert troubleshooting support to customers, stepping in when Tier 1 support needs assistance.

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Work directly with hardware to diagnose and resolve issues, including broken or misconfigured equipment.

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Escalate unresolved issues to Tier 3 support when necessary.

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Follow internal support procedures and recommend process improvements.

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Communicate clearly and professionally with customers, ensuring a positive support experience.

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Maintain a secure and organized technical environment, including data, software, hardware, and workspace.

Originally posted on Himalayas