Remote IT Support Technician - Level 2

About the Role

Our client is seeking a proficient Remote IT Support Technician to provide Level 2 technical assistance to their diverse user base across the UK. Working from a remote location, you will be the primary point of contact for resolving complex IT issues that cannot be addressed by the Level 1 support team. This role requires a strong technical aptitude, excellent problem-solving skills, and the ability to communicate technical information clearly and effectively to non-technical users. You will play a vital role in ensuring the smooth and efficient operation of our clients' IT infrastructure, contributing to productivity and user satisfaction.

Key Responsibilities

• Respond to, diagnose, and resolve escalated technical issues reported by users via ticketing systems, phone, or chat.
• Provide in-depth troubleshooting for hardware, software, operating systems, and network connectivity problems.
• Manage user accounts, permissions, and access rights across various platforms and applications.
• Install, configure, and upgrade software and hardware components remotely.
• Create and maintain detailed documentation of IT procedures, solutions, and knowledge base articles.
• Collaborate with other IT teams, such as networking and systems administration, to resolve complex issues.

Requirements

• Proven experience in IT support , preferably at Level 2, with a strong understanding of common IT issues.
• Proficiency in operating systems (Windows, macOS), Microsoft Office Suite, and other standard business applications.
• Experience with remote support tools and techniques.
• Excellent troubleshooting methodology and analytical skills.
• Strong interpersonal and communication skills, with the ability to explain technical concepts clearly.
• Relevant certifications like CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are a plus.

Benefits

• Competitive salary and comprehensive benefits package.
• Fully remote work environment with flexible scheduling options.
• Access to continuous learning and professional development resources.
• Generous paid time off and company holidays.
• A supportive and collaborative remote IT team environment focused on growth and knowledge sharing.