Helpdesk Technician - Level 2

Job Description As a Level 2 Helpdesk Technician, the primary responsibility is to provide technical support and assistance to Level 1 Helpdesk technicians along with infrastructure-supported AMS Clients requiring contact with end users and customers. They will be responsible for resolving complex technical issues related to computer systems, software applications, and network infrastructure. Expertise and knowledge will be crucial in diagnosing problems, troubleshooting system issues, and finding effective solutions to ensure the smooth operation of systems and applications. Responsibilities Provide second-level technical support and assist with the resolution of complex technical issues related to computer systems, software applications, and network infrastructure. Analyze and diagnose system problems, identify root causes, and implement effective solutions promptly. Collaborate with other support teams, developers, and vendors to resolve issues and minimize system downtime. Handle and prioritize incoming support tickets. Keep track of incidents and document troubleshooting steps and resolutions for future reference. Perform routine system maintenance tasks such as software upgrades, patches, and security updates. Monitor system performance, identify potential issues, and proactively take corrective actions to maintain system stability. Create and update technical documentation, including knowledge base articles, user guides, and troubleshooting procedures. Ensure that documentation is accurate, up-to-date, and easily accessible to support staff and end-users. Communicate effectively with end-users, customers, and internal teams to understand their technical issues, provide status updates, and deliver clear instructions for issue resolution. Stay up to date with industry trends, technologies, and best practices related to system support and administration. Identify opportunities for process improvements and contribute to the development of new support strategies and initiatives. Participate in on‑call rotation to provide after‑hours support as needed. Requirements Proven experience in providing technical support for computer systems, software applications, and network infrastructure. Strong working knowledge of operating systems (e.g., Windows, Linux), hardware components, and software applications commonly used in an enterprise environment. Proficiency in troubleshooting complex technical issues and resolving them effectively. Familiarity with incident management processes and tools. Excellent communication and customer service skills. Ability to work independently and collaboratively in a fast‑paced environment. Strong analytical and problem‑solving abilities. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Systems Engineer (MCSE)). Uphold company core values at all times. #J-18808-Ljbffr Ardham Technologies