IT Support Professional – Level 2

About the role

We are seeking an experienced IT Support Professional (Level 2) to provide high‑quality technical assistance across a diverse user base, including C‑Level executives and VIP stakeholders. The role blends strong technical expertise with a customer‑first mindset, ensuring issues are resolved efficiently and professionally.

Key responsibilities

• Deliver Level 2 desktop and service‑desk support for Windows and Microsoft 365 environments.
• Manage and resolve tickets using a structured ITIL‑based process.
• Provide autonomous troubleshooting while balancing competing priorities.
• Mentor junior team members and contribute to knowledge‑sharing initiatives.
• Maintain clear communication with users, keeping them informed throughout the incident lifecycle.

Required profile

• Proven experience in a Level 2 Desktop Support or Service Desk role.
• Strong Windows operating system and Microsoft 365 troubleshooting skills.
• Familiarity with ticketing systems and ITIL best practices.
• Excellent communication, professionalism, and ability to stay calm under pressure.
• Experience in mining or oil & gas environments is a plus.

Required skills

• Windows OS
• Microsoft 365
• Ticketing systems (e.g., ServiceNow, JIRA)
• ITIL processes

What we offer

• Opportunity to work with senior executives and high‑impact projects.
• Collaborative team environment that values mentorship.
• Exposure to fast‑paced operational settings in mining or oil & gas.