About the Role
The Level 2 Helpdesk Technician provides advanced support for escalated technical issues and
plays a critical role in maintaining end-user productivity. This role demands strong troubleshooting skills and the ability to resolve issues that require deeper technical expertise.
Key Responsibilities
- Resolve complex hardware, software, and network-related issues escalated from Level 1 technicians.
- Perform in-depth diagnostics on desktops, laptops, mobile devices, and peripherals.
- Administer Google, Microsoft 365, and IAM suites, as well as endpoint protection tools.
- Manage tickets, ensure SLAs are met, and provide documentation for recurring issues.
- Participate in system maintenance, deployments, and patch management.
About You
Qualifications
- 2–3 years of IT support experience.
- Strong knowledge of Windows/Mac OS, Microsoft 365, Google Workspace, VPN, IAM, endpoint security, and mobile device management.
- Experience with remote desktop tools and ticketing systems (e.g., Zendesk, Freshservice, Atera, or similar).
- Excellent communication and time management skills.
- Certifications in areas like networking, systems administration, or cloud productivity tools are a plus. Examples include CompTIA Network+, Microsoft 365 Fundamentals or Associate-level certifications, Google Workspace Administrator, or ITIL Foundations. Relevant hands-on experience may be considered in place of formal certifications.
About us
We are not only a sector-led, political, regulatory and campaigning firm that delivers results for our clients to enhance their commercial outcomes and improve their operating environments; but also are led by data and insight, with the platform at the heart of the business.
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