IT Support Engineer (2nd Level)
Core
Provide second-line support for software applications to ensure seamless functionality for internal staff and clients.
Role type
2nd Level IT Support Engineer
Builds
Internal and client-facing software stability and user experience
Domain
Enterprise IT Support / Software Operations
Deliverable
client delivery
Required skills
Software troubleshooting, ticketing systems, operating systems (Windows, macOS, Linux), SQL, basic scripting, business applications (M365, CRM, ERP), system monitoring, user onboarding
Preferred skills
Knowledge of database management, experience with software updates and patches
Technologies
Jira, ServiceNow, Zendesk, Microsoft 365, PowerShell, Bash
Responsibilities
Diagnose and resolve software issues via email, ticketing, or phone; document issues and solutions; guide users on software usage; assist with user onboarding and account setup; monitor system performance; assist with software updates and configuration; collaborate with developers and vendors; escalate complex issues; test new software releases; maintain support logs and knowledge base; prepare reports on recurring issues
Seniority
Junior to Mid-level, hands-on IC
