SharpBrains
Freelance || Backfill Support
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.