On-Site IT Support Technician – Level 2/3

• Provide Level 2/3 support and handle complex incidents
• Diagnose and resolve hardware, software, and network issues
• Support workstations, peripherals, mobile devices, and collaboration tools
• Track incidents through to full resolution
• Contribute to improving the quality of service provided to users
• Provide technical support to on-site support technicians
• Share best practices and lessons learned
• Contribute to the team’s professional development
• Act as the primary point of contact for complex technical issues
• Participate in escalation management and coordinate with infrastructure and application teams
• Deploy, configure, and maintain IT equipment
• Participate in hardware refresh projects and solution deployments
• Ensure compliance with technical standards and internal procedures
• Monitor the compliance of workstations and equipment
• Write and maintain procedures, operating instructions, and knowledge bases
• Analyze recurring incidents and propose action plans
• Produce support tracking and performance metrics
• Contribute to the enhancement of support tools and processes

Requirements

• Degree or diploma in IT (minimum two-year post-secondary qualification: BTS SIO, DUT in Computer Science, or equivalent)
• Strong knowledge of Microsoft Windows 10/11 and Microsoft 365 environments
• Proficiency with Active Directory, Entra ID (Azure AD), Intune, and IT asset management tools
• Good understanding of network infrastructure (TCP/IP, DHCP, DNS, VPN)
• Experience with ITSM tools and incident management based on ITIL best practices
• Ability to diagnose, analyze, and resolve complex technical issues
• Excellent customer service orientation and commitment to user satisfaction
• Technical leadership skills and the ability to bring a team together
• Strong coaching skills and enthusiasm for knowledge sharing
• Analytical and problem-solving mindset
• Thorough, self-directed, and well-organized
• Excellent interpersonal and communication skills, with the ability to work with a range of stakeholders
• Proactive approach and ability to suggest improvements as part of a continuous improvement process

Core Competencies

Demonstrates expertise in providing Level 2/3 technical support, diagnosing complex hardware, software, and network issues, and ensuring compliance with technical standards. Proficient in utilizing ITSM tools and fostering a collaborative environment for continuous improvement.

Highest-signal resume keywords

• Microsoft Windows 10/11
• Microsoft 365
• Active Directory
• ITIL Best Practices
• Network Infrastructure

ATS Optimization Keywords

Hard Skills

• Incident Management
• Technical Support
• Problem Solving
• IT Asset Management
• Configuration Management

Soft Skills

• Customer Service Orientation
• Coaching Skills
• Interpersonal Communication
• Analytical Mindset
• Proactive Improvement

Certifications & Qualifications

• Degree in IT
• Diploma in IT

Industry Keywords

• TCP/IP
• DHCP
• DNS
• VPN
• Technical Standards

Tools & Technologies

• Entra ID (Azure AD)
• Intune
• ITSM Tools
• Collaboration Tools
• Knowledge Management Systems