IT Support Level 2

The IT Support Level 2 role involves providing comprehensive technical support by resolving basic customer issues, administering cloud platforms like Office 365, Google Workspace, or AWS, troubleshooting operating systems, and managing remote software installations. You'll also engage in local network administration and resolve ticketed service requests effectively.

To excel as an IT Support Level 2 professional, candidates should have strong customer service capabilities, advanced knowledge of networking, and familiarity with OS troubleshooting across platforms like Windows and Linux. Proficiency with programming, especially in PowerShell, as well as experience with ticketing systems and backup solutions are also vital.

Yes, prior experience with a range of IT tools and platforms is essential for the IT Support Level 2 role. Applicants should have hands-on experience with cloud platform administration, operating systems troubleshooting, and local network management to be considered for this position.

The IT Support Level 2 position offers a part-time schedule, typically Monday through Friday between 8:30 am and 5:30 pm CT. This flexibility allows you to balance your work-life commitments while contributing to our team.

Our company is dedicated to ensuring that IT Support Level 2 staff have all the resources needed to succeed in their roles. We'll provide essential equipment like laptops and headsets, along with ongoing support and opportunities for professional development, ensuring you're well-equipped to provide excellent service.

When troubleshooting a Windows OS issue, start by gathering information about the problem and performing basic checks like ensuring all connections are secure. Use built-in utilities like Event Viewer and Task Manager to identify issues, and apply relevant patches or updates. If the problem persists, escalate it through the established ticketing system.

When answering this question, mention specific platforms such as Office 365, AWS, or Google Workspace that you have worked with. Provide examples of tasks you've performed on these platforms, highlighting your skills in management, administration, or troubleshooting to illustrate your hands-on experience.

In responding to this question, emphasize your familiarity with ticketing systems like ConnectWise, Autotask, or HaloPSA. Discuss how you have utilized these systems to manage customer requests and track issue resolutions, ensuring efficient workflow and high customer satisfaction.

When faced with difficult customer interactions, I practice active listening to understand their needs fully. I remain calm and empathetic, applying a solutions-oriented approach to resolve their issues effectively. If necessary, I document feedback for future reference and escalate the issue if it requires further intervention.

I follow a structured approach to documentation by frequently updating necessary logs and guides after resolving incidents. Utilizing platforms like ITGlue or N-Able Passportal, I create clear, concise documentation that aids my colleagues and contributes to consistent service delivery.

For software installations and verifications, I follow a systematic approach, first ensuring compatibility with the system. I then perform installations remotely, utilizing tools like N-Able RMM or Datto, and always verify successful installation by testing the software functionalities afterward.

Yes, I have experience with automation and scripting, particularly in PowerShell to streamline routine tasks. I can create scripts that automate repetitive processes, thereby increasing efficiency and minimizing human error in service requests and system management.

I've utilized various backup solutions such as Datto, MSP360, and Cove Backup. In your response, mention how you have implemented these backups to protect data effectively and your experience in restoring data when necessary to ensure business continuity.

I have extensive experience using remote management tools like Ninja RMM and ConnectWise to manage devices effectively. I use these tools for remote installations, troubleshooting, and monitoring, ensuring that clients experience minimal downtime and receive timely support.

To remain up-to-date with the evolving IT landscape, I regularly read industry publications, participate in webinars, and engage in online forums. This commitment to continuous learning ensures that I can effectively leverage new technologies and apply best practices in my role as an IT Support Level 2 professional.