Service Desk – Tier 2 Support Specialist

About the role

The Service Desk – Tier 2 Support Specialist provides advanced technical assistance to internal users, handling issues that exceed Tier 1 capabilities. The role demands strong technical knowledge, excellent customer service, and the ability to work under pressure while collaborating with multiple IT teams.

Key responsibilities

• Diagnose and resolve complex problems with computers, software, and network connections escalated from Tier 1.
• Troubleshoot advanced application and custom system issues.
• Maintain and repair desktop, mobile, remote‑access, and VPN environments.
• Escalate unresolved incidents to Tier 3 or external support with thorough documentation.
• Act as liaison between users and higher‑level support, providing clear incident details.
• Monitor and track tickets using help‑desk tools to meet service standards.
• Analyze recurring problems, identify root causes, and propose permanent fixes.
• Manage user accounts, permissions, and access requests across systems.
• Handle password resets, multi‑factor authentication, and access control.
• Support cloud‑based applications and coordinate updates with vendors and internal teams.
• Document solutions and best practices in the knowledge base.
• Mentor Tier 1 staff and contribute to training materials.

Required profile

• Strong problem‑solving abilities and quick troubleshooting skills.
• Customer‑centric mindset with excellent communication.
• Attention to detail in documentation and escalation processes.
• Collaborative attitude for working with global and cross‑functional teams.
• Adaptability to fast‑paced, high‑pressure environments.
• Proactive approach to anticipate and prevent issues.

Required skills

• Desktop and mobile operating system support.
• VPN technologies and remote‑access tools.
• Multi‑factor authentication solutions.
• Help‑desk ticketing systems.
• User account and permission management.
• Cloud‑based application support.