Service Desk Technician

Job description

Your mission The Service Desk Technician role is responsible for providing advanced technical support to resolve escalated issues from Level 1 support. This position requires a strong technical background, excellent problem-solving skills, and a customer-focused approach. The Level 2 Support Technician acts as a bridge between Level 1 support and more specialized IT teams, ensuring timely resolution of complex issues. Your profile: Your Profile as Service Desk Technician have a wide range of responsibilities, which can include: - Provide technical assistance to customers by diagnosing and resolving hardware, software, OS related, M365 and basic network issues. Investigate problems thoroughly, using available resources such as documentation, knowledge bases, and collaboration with other technical teams. - Handle escalated tickets from Level 1 support, ensuring prompt and effective resolution. Assess the severity of the issues, prioritize accordingly, and work diligently to find solutions within the stipulated timelines. - Escalate unresolved issues to Level 3 or specialized teams as necessary. - Collaborate with cross-functional teams such as NOC, L1 wherever needed and ensure a sea...