Job Specifications
Job Summary
The IT Support Engineer – Level 2 provides advanced technical support for end users and IT systems. This role resolves escalated issues from Level 1, supports infrastructure and cloud services, and helps maintain secure and reliable IT operations.
Key Responsibilities
Resolve escalated desktop, application, and system issues within SLA.
Troubleshoot hardware, software, operating system, and network issues.
Support Windows/macOS systems, printers, mobile devices, and peripherals.
Administer Active Directory, user accounts, permissions, and Group Policy.
Support Microsoft 365 / Exchange (mailboxes, licenses, basic administration).
Assist with network issues (LAN/WAN, Wi-Fi, VPN, DNS, DHCP).
Support servers, virtualization, and backup systems.
Manage user access, endpoint security, patching, and antivirus tools.
Document incidents, solutions, and procedures in ITSM tools.
Create knowledge base articles and assist Level 1 engineers.
Participate in IT projects, upgrades, and on-call/after-hours support as required.
Required Skills & Qualifications
Strong troubleshooting and analytical skills.
Knowledge of Windows operating systems and enterprise applications.
Working knowledge of Active Directory and Microsoft 365.
Understanding of networking fundamentals.
Familiarity with ITSM tools (ServiceNow, Jira, Freshservice, etc.).
Good communication and customer service skills.
About the Company
Teceze is an IT service provider that offers a wide range of services to businesses across all sectors
We work with the industry’s top vendor partners and leverage our well-developed relationships to share resources with you. Our technicians have an impressive range of formal training and vendor certifications to deliver on your solutions. Our goal is to deliver solutions which maximize the return on your technology investments.
Our clients benefit from a true 24/7 support service operation, the expanded technical resource...
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