As an IT Support Specialist – Tier 2, you will serve as the technical escalation point for the Tier 1 team. You'll be responsible for handling complex tickets, supporting internal tools, guiding junior team members, and helping maintain operational excellence in a fast-paced support environment. While this role doesn’t include people management, it carries significant ownership for resolution depth and process maturity. Key Responsibilities Resolve escalated technical issues from Tier 1, including: Complex account and access problems Endpoint issues (device imaging, security, compliance) Client Workspace admin escalations. VPN, network config issues, and third-party tools support Maintain SOPs, technical knowledge base entries, and troubleshooting playbooks Participate in onboarding training sessions or upskilling workshops for the support team Skills & Qualifications Advanced English B2/ B2+ 2–3 years of hands-on experience in helpdesk support roles Strong expertise in: Administration of cloud office suites (such as Google Workspace or Microsoft 365) Endpoint troubleshooting (Windows/macOS/Chromebook) Ticket triage/escalation logic and ITSM tools Good understanding of VPN, networks, and access control (IAM) Excellent written and verbal communication skills — ability to explain complex issues simply Known for technical depth , reliability , and collaboration with peers Benefits & Perks: Great Job Environment Great Job Opportunity Career Progression Indefinite Contract #J-18808-Ljbffr