Service Desk Tier 2
Core
Resolve medium to complex software, hardware, and connectivity issues for end users that Tier 1 cannot fix, performing both remote and on-site support.
Role type
Tier 2 IT Service Desk Technician
Builds
Resolved IT incidents and requests
Domain
IT Support / Help Desk
Deliverable
client delivery
Required skills
IT troubleshooting, hardware diagnostics, software troubleshooting, networking basics, ticketing systems, remote desktop, Windows OS support, Microsoft Office
Preferred skills
CompTia Network+
Technologies
Remedy, Windows XP/7/10, Microsoft Office, remote desktop applications
Responsibilities
Analyze and diagnose incidents, research and rectify problems, escalate major issues requiring code changes to Tier 3, perform Tier 1 duties
Seniority
Mid-level, hands-on IC