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. This 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 hardware, software, and network problems escalated from Tier 1.
• Troubleshoot advanced application and custom system issues.
• Maintain and support desktop, mobile, remote‑access, and VPN environments.
• Escalate unresolved incidents to Tier 3 or external vendors with thorough documentation.
• Act as liaison between end‑users and higher‑level support, ensuring clear communication.
• Monitor incidents via helpdesk tools, track service level targets, and document solutions.
• Analyze recurring problems, propose permanent fixes, and update knowledge‑base articles.
• Manage user accounts, permissions, password resets, and multi‑factor authentication.
• Support cloud‑based applications and coordinate updates with vendors.
• Mentor Tier 1 staff and assist with training initiatives.

Required profile

• Strong problem‑solving abilities and quick issue resolution.
• Customer‑centric mindset with clear communication skills.
• Attention to detail in documentation and escalation processes.
• Effective collaboration with global and cross‑functional teams.
• Adaptability to fast‑paced, high‑pressure environments.
• Proactive attitude to anticipate and prevent potential issues.

Required skills

• Desktop and mobile device support
• Remote access technologies (VPN, RDP)
• Multi‑factor authentication management
• Cloud‑based application support
• Helpdesk ticketing systems
• User account and permission administration