Senior - Technical support (Windows, macOS) Professional

Job Summary

The Senior Technical Support Specialist (Level 2) serves as an escalation point for complex technical issues unresolved by the Level 1 Help Desk. This role provides advanced troubleshooting and support across applications, desktop environments, and server systems.

This position supports operations leadership and collaborates with Level 2 support teams to provide technical guidance, resolve escalated issues, and ensure continuity of business operations.

In addition to issue resolution, this role contributes to the development and maintenance of internal documentation and knowledge base resources to improve support efficiency and service quality.

Responsibilities

• Serve as the primary escalation point for Level 1 Help Desk issues
• Diagnose and resolve complex technical problems across applications, desktops, and server environments
• Provide advanced troubleshooting for business applications, endpoint systems, and supporting infrastructure
• Perform root cause analysis and implement long-term solutions
• Support operations teams by resolving technical issues impacting business processes
• Provide guidance and technical consultation to Level 2 team members and help desk staff
• Act as a subject matter resource for escalated technical inquiries
• Collaborate with internal IT teams, vendors, and stakeholders to resolve issues efficiently
• Escalate and coordinate with engineering or infrastructure teams when necessary
• Create, update, and maintain technical documentation and runbooks
• Develop and enhance knowledge base articles for supported systems and processes
• Ensure documentation is clear, accurate, and accessible to both technical and non-technical users
• Identify recurring issues and recommend improvements to systems, processes, or training
• Contribute to continuous improvement of support workflows and service delivery

Education Experience

• Experience: 3-5+ years of IT support experience, including 1-2+ years in a Level 2 or escalation role
• Background: Strong experience supporting enterprise applications, desktop systems, and basic server environments
• Education: Associate's or Bachelor's Degree in Information Technology or related field (or equivalent experience)

Must Have Skills

• Strong troubleshooting across operating systems (Windows, macOS) and enterprise applications
• Basic understanding of server infrastructure and networking concepts (DNS, DHCP, connectivity)
• Experience supporting remote users and distributed environments
• Ability to manage and prioritize multiple complex issues
• Strong communication skills with both technical and non-technical users

Nice to Have Skills

• Experience with ticketing systems (ServiceNow, Jira, Zendesk, etc.)
• Familiarity with Active Directory, Office 365, and remote support tools
• Exposure to server administration or cloud environments (Azure, AWS)
• IT certifications such as CompTIA A+, Network+, or Microsoft certifications

Licenses, Certifications Training

• CompTIA A+ or Network+
• Microsoft or endpoint management certifications

Knowledge, Skills, Abilities, Behaviors

• Strong analytical and problem-solving abilities
• Ability to work independently in a remote or hybrid support environment
• Strong documentation and knowledge-sharing discipline
• Customer-focused mindset with a service-oriented approach
• Ability to mentor and support junior team members
• Effective collaboration across support teams, operations, and technical groups