IT Support Specialist – Level 2

About the role

The Level 2 IT Support Specialist is the primary point of contact for resolving business‑as‑usual tickets escalated from Level 1 and providing on‑site or remote assistance to client desks. You will deliver fast, professional desktop support while maintaining high customer‑service standards.

Key responsibilities

• Provide deskside and remote IT support for desktops, laptops, mobile devices, printers and peripherals.
• Diagnose, troubleshoot and resolve hardware and software issues, including Windows 7/10/11 and macOS environments.
• Install, configure, test, and maintain client workstations and related software.
• Use ServiceNow to log, update and close tickets, ensuring accurate documentation.
• Collaborate with global support teams to resolve complex client issues.
• Participate in disaster‑recovery testing and asset‑tracking activities.
• Create and maintain knowledge‑base articles and technical documentation.

Required profile

• Minimum 5 years of experience in desktop support or IT helpdesk roles.
• Strong communication skills and a customer‑service mindset.
• Ability to work independently and as part of a team under pressure.
• Business‑oriented approach, preferably with experience in a financial environment.

Required skills

• Windows 7, Windows 10, Windows 11, macOS support
• VPN, Soft Phones, Remote Desktop, VDI
• ServiceNow ticketing system
• Printer installation and troubleshooting
• Asset tracking / inventory management
• Phone and tablet support (Windows, iPhone, iOS, Android)

What we offer

• Competitive salary based on experience
• Opportunities for professional growth within a global IT services firm
• Business‑casual dress code and collaborative work environment