Operations IT Support Representative – Tier 2 Service Desk

About the role

The Operations IT Support Representative (Tier 2) works on the IT Service Desk to resolve complex technical issues for customers. You will act as the primary escalation point for Tier 1 tickets and provide advanced troubleshooting across networking, software, and hardware domains.

Key responsibilities

• Diagnose and resolve major software glitches, OS anomalies, hardware failures, and printer/peripheral problems.
• Troubleshoot enterprise wireless connectivity, VPN setups, and intricate IP infrastructure issues.
• Conduct root‑cause analysis of recurring problems and develop long‑term solutions.
• Mentor Tier 1 team members and provide immediate guidance on technical resolutions.
• Create and maintain technical playbooks, SOPs, and knowledge‑base articles.
• Administer ServiceNow, including dashboard creation and performance reporting.
• Drive SLA/SLO compliance and support junior staff in meeting metrics.

Required profile

• English proficiency at B2 level (oral and written).
• Proven experience in a Service Desk or IT support role.
• Hands‑on experience with VPN configuration and troubleshooting.
• Experience supporting network printers.
• Strong customer‑service orientation with patience and professionalism.
• Expert‑level knowledge of Google Workspace administration.
• Familiarity with ServiceNow, Jira, and Genesys contact‑center solutions.
• Basic understanding of Chrome, macOS, and Windows operating systems.

Required skills

• VPN configuration and troubleshooting
• Network printer support
• Google Workspace (admin console)
• ServiceNow administration and dashboard creation
• Jira ticketing/project management
• Genesys contact‑center platform
• Chrome, macOS, Windows operating systems
• Enterprise networking concepts (IP infrastructure, routing)

What we offer

• Opportunity to lead complex technical investigations.
• Collaboration with senior technical partners.
• Professional growth in a fast‑paced IT environment.