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Job Title: L2 IT Support Engineer
Nova Core IT is a dynamic and fast-growing company dedicated to providing top-notch IT services and support to our diverse client base. We pride ourselves on delivering excellent customer service and innovative solutions to meet the unique needs of our clients. As we expand, we are looking for talented professionals to join our team.
Job Description:
We are seeking a skilled and motivated L2 IT Support Engineer to provide exceptional technical support to our clients. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for helping others. You will be responsible for resolving complex technical issues, escalating problems when necessary, and ensuring a high level of customer satisfaction.
Responsibilities:
- Provide second-level support for IT-related incidents and service requests, including hardware, software, network, and application issues.
- Diagnose, troubleshoot, and resolve technical problems escalated from the L1 support team.
- Monitor and maintain IT infrastructure, ensuring optimal performance and availability.
- Collaborate with the L1 support team, IT specialists, and other stakeholders to resolve complex technical issues.
- Document and maintain accurate records of support requests, resolutions, and ongoing issues in the ticketing system.
- Assist in the deployment, configuration, and maintenance of IT systems and applications.
- Identify recurring issues and recommend solutions to improve processes and reduce incidents.
- Participate in IT projects, such as upgrades, migrations, and rollouts.
- Provide training and guidance to end-users on best practices and proper use of IT resources.
- Stay updated on industry trends, emerging technologies, and best practices to ensure continuous improvement.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- 2-4 years of experience in an IT support role, with at least 1 year in L2 support.
- Strong knowledge of Windows and Mac operating systems, Active Directory, Office 365, and common enterprise applications.
- Proficiency in troubleshooting hardware, software, and network issues.
- Experience with virtualization technologies (e.g., VMware, Hyper-V) and cloud platforms (e.g., AWS, Azure) is a plus.
- Familiarity with ITIL framework and incident management tools (e.g., ServiceNow, Jira) preferred.
- Excellent communication and interpersonal skills, with the ability to explain technical issues to non-technical users.
- Strong analytical and problem-solving skills, with a proactive and customer-focused attitude.
- Ability to work independently and as part of a team in a fast-paced environment.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals, ITIL Foundation) are a plus.
Nova Core IT is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
