Level 2 IT Support Officer – 6 month Contract – September Start Date
We’re currently seeking a proactive and technically skilled Level 2 Support Officer
to join a dynamic IT team supporting a broad range of end-user technologies. If you're passionate about troubleshooting, take pride in resolving technical issues, and enjoy working in a collaborative environment—this role could be perfect for you!
Key Responsibilities:
- Patch laptops and desktop applications as part of regular maintenance and security practices.
- Maintain accurate documentation of all user interactions, resolutions, and incident outcomes using ITSM tools (e.g., ServiceNow).
- Diagnose, troubleshoot, and resolve Level 2 technical incidents and service requests across hardware, software, networks, and user devices.
- Escalate complex or unresolved issues to Level 3 support teams according to escalation protocols.
- Provide support for end-user hardware including laptops, mobile devices, printers/MFDs, and video conferencing equipment.
- Contribute to internal knowledge bases by documenting resolutions and standard procedures for recurring issues.
- Solid troubleshooting knowledge across network, hardware, and software environments.
- Hands-on experience with:
- ITSM systems such as ServiceNow
- Diagnosing issues with printers, laptops, and Apple devices
- Windows 11, Active Directory, and Entra ID (Azure AD)
- Patching end-user devices and applications
- Strong attention to detail and documentation skills.
- Immediate start with a well-supported onboarding process
- Work in a team that values initiative, problem-solving, and continuous improvement
