ITSM Operation Support Specialist - L2

Job Responsibilities:

• Provide second-level technical support to end-users for hardware, software, and network-related issues.
• Ensure timely and effective support during assigned shift hours between 7AM - 7PM.
• Set up, configure, and troubleshoot end-user devices such as laptops, desktops, mobile phones, and peripherals (e.g., printers, monitors).
• Assist with user onboarding, account setup, and provisioning of workplace technology resources.
• Work closely with the IT Service Management Team to ensure consistent and quality support across all touchpoints.
• Respond to user requests and resolve incidents in a timely manner while maintaining excellent customer service.
• Collaborate with team members to escalate complex issues and follow up until resolution.
• Conduct hardware and software inventory management, including tracking, asset tagging, and reporting.
• Maintain accurate documentation of network configurations, diagrams, procedures and incident reports.

Job Requirements:

• Bachelor's degree in a relevant field such as Computer Science, Information Technology, or a related discipline.
• 4- 6 years of experience as an onsite IT support or similar role.
• Excellent problem-solving and analytical skills with the ability to troubleshoot technical issues independently.
• Basic knowledge of operating systems (macOS, Windows), productivity tools (Google Workspace, Microsoft Office), and general computer hardware.
• Good understanding of networking fundamentals and protocols (TCP/IP, DHCP, DNS, etc.).
• Basic knowledge of ticketing system (ServiceNow).
• Strong communication and interpersonal skills to effectively support end-users of varying technical levels.