Sharp Brains
THIS IS BACKFILL SUPPORT || FREELANCE ROLE
Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.
Key Responsibilities: Respond to and resolve Tier 2 support requests escalated from Tier 1. Provide hands-on support for desktops, laptops, printers, mobile devices, and other peripherals. Troubleshoot OS, application, and network-related issues (Windows/Mac environments). Install, configure, and update software and hardware as required. Support Microsoft 365 applications, Active Directory, and other enterprise tools. Handle user account setups, password resets, and permission/access issues. Collaborate with other IT teams or vendors to resolve complex incidents. Document all support activities in the ticketing system and follow escalation procedures. Requirements: Proven experience in Tier 2 desktop or end-user support roles. Strong knowledge of Windows 10/11, MS Office 365, and standard IT tools. Familiarity with ITSM platforms like ServiceNow or similar. Good understanding of networking basics (TCP/IP, DNS, DHCP). Excellent communication and customer service skills. Ability to work independently and manage multiple support requests.
Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.
Key Responsibilities: Respond to and resolve Tier 2 support requests escalated from Tier 1. Provide hands-on support for desktops, laptops, printers, mobile devices, and other peripherals. Troubleshoot OS, application, and network-related issues (Windows/Mac environments). Install, configure, and update software and hardware as required. Support Microsoft 365 applications, Active Directory, and other enterprise tools. Handle user account setups, password resets, and permission/access issues. Collaborate with other IT teams or vendors to resolve complex incidents. Document all support activities in the ticketing system and follow escalation procedures. Requirements: Proven experience in Tier 2 desktop or end-user support roles. Strong knowledge of Windows 10/11, MS Office 365, and standard IT tools. Familiarity with ITSM platforms like ServiceNow or similar. Good understanding of networking basics (TCP/IP, DNS, DHCP). Excellent communication and customer service skills. Ability to work independently and manage multiple support requests.