Tier 2 IT Support Specialist at Bestlogic Staffing

Role and Responsibilities Advanced Troubleshooting Diagnose and resolve complex hardware software and network issues requiring deep technical expertise. Perform root-cause analysis to prevent recurring incidents. System Administration Manage and maintain user accounts permissions and security policies in Active Directory and Microsoft 365. Support and execute backup processes disaster recovery procedures and system restorations. Network Management Troubleshoot connectivity issues across VPNs DNS DHCP VLANs firewalls WiFi access points and switching infrastructure. Assist in configuring and optimizing network equipment to ensure reliable performance. Documentation & Process Improvement Maintain detailed and accurate records of support requests resolutions and system changes. Contribute to the development of internal knowledge bases SOPs and continuous improvement initiatives. Mentorship & Collaboration Support and mentor Tier 1 Help Desk staff by providing guidance and technical escalation assistance. Coordinate with third-party vendors MSP partners and Level 3 engineers to resolve advanced issues. Management & Organizational Skills Prioritize and manage ticket queues effectively ensuring timely resolution of client issues. Potentially oversee daily help desk operations or act as a team lead to support workflow and team efficiency. Desired Qualifications and Skills Experience 24 years of experience in IT support or help desk roles. Prior experience in a Managed Service Provider (MSP) environment is highly desirable. Technical Proficiency Strong knowledge of Windows/macOS Microsoft 365 Active Directory and Azure AD. Understanding of network protocols firewall management VPN technologies DNS/DHCP VLANs and WiFi systems. Experience with RMM tools such as DATTO is essential. Soft Skills Excellent customer service and communication abilities in a fast-paced client-facing environment. Strong problem-solving skills attention to detail and the ability to remain composed under pressure. Education & Certifications Bachelors degree in Information Technology or a related field is a plus. Relevant certifications such as CompTIA A Network Security or Microsoft Certified Professional (MCP) are preferred. Industry-Specific Knowledge Experience supporting dental industry applications including imaging systems and practice management software is a significant advantage. Key Skills Fund Management,Corporate Sales,HR Recruitment,Linux,Airlines Employment Type : Full Time Experience: years Vacancy: 1