Sharp Brains
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.