Job Description

Freelance || Backfill Support

Key Responsibilities:

• Respond to and resolve Tier 2 support requests escalated from Tier 1.
• Provide hands-on support for desktops, laptops, printers, mobile devices, and other peripherals.
• Troubleshoot OS, application, and network-related issues (Windows/Mac environments).
• Install, configure, and update software and hardware as required.
• Support Microsoft 365 applications, Active Directory, and other enterprise tools.
• Handle user account setups, password resets, and permission/access issues.
• Collaborate with other IT teams or vendors to resolve complex incidents.
• Document all support activities in the ticketing system and follow escalation procedures.

Requirements:

• Proven experience in Tier 2 desktop or end-user support roles.
• Strong knowledge of Windows 10/11, MS Office 365, and standard IT tools.
• Familiarity with ITSM platforms like ServiceNow or similar.
• Good understanding of networking basics (TCP/IP, DNS, DHCP).
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple support requests.

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