Information Technology Support Specialist – Level 2

About the role

The Level 2 IT Support Specialist provides advanced technical support across hardware, software, network and application issues, taking ownership of incidents escalated from Level 1.

Key responsibilities

• Investigate and resolve complex technical incidents, performing root‑cause analysis and prioritising issues.
• Collaborate with system administrators, network specialists and external vendors to resolve escalated problems.
• Perform software installations, configurations, hardware troubleshooting and remote support for end‑users.
• Maintain accurate documentation, contribute to knowledge bases and support service‑delivery improvements.
• Participate in rostered after‑hours on‑call support.

Required profile

• 2–3 years of experience in a Level 2 IT Support, Helpdesk or Service Desk role.
• Strong troubleshooting skills across hardware, software, networks and business applications.
• Experience managing escalated incidents and providing remote support.
• Excellent communication and customer service abilities.
• Willingness to work on‑call after‑hours.

Required skills

• Hardware troubleshooting
• Software installation and configuration
• Network troubleshooting
• Incident management and root‑cause analysis
• Remote technical support