The Tier 2 Service Desk Specialist is responsible in providing advanced technical support through desk-side, remote, and on-site services while resolving complex incidents and improving system stability. The role collaborates with Account Managers and Customer Success Managers to manage escalations, create knowledge-base content, and support overall service efficiency. Job Description Provide L2 technical support through desk-side, remote, and on-site services. Diagnose recurring issues, analyze incident patterns, and recommend long-term resolutions. Work with Account Managers and Customer Success Managers on escalated customer issues. Create and update knowledge-base articles to improve first-line resolution rates. Follow documented procedures for incident management and request fulfillment. Provide guidance and direction for escalated service issues. Demonstrate strong customer service, issue ownership, and risk assessment. Analyze and document software requirements and issue trends. Work with cross-functional teams to deliver an effective customer support service offering. Support team performance goals by collaborating with internal teams. Communicate technical information clearly to both technical and non-technical users. Act as an advocate for customer improvement opportunities. Provide timely issue resolution following company SLAs and standards. Prioritize, assign, and track tickets, service requests, and incidents. Identify and resolve incidents using agreed SLAs, policies, and procedures. Develop new support documentation for customer-facing services. Monitor incident trends and identify root causes for resolution. Test new solutions before deployment and support implementation. Perform root-cause analysis and recommend process improvements. Install, configure, and maintain desktop hardware, software, and related components. Troubleshoot PC, workstation, network, and application issues. Support workstation configuration, imaging, installations, and upgrades. Provide accurate estimates for work and time required. Maintain technical documentation and asset tracking records. Participate in on-call rotation as required. Required Qualifications Experience using Windows, Linux, Unix desktops and servers. Experience with ConnectWise Manage or similar ticketing tools. Knowledgeable in Microsoft Office 365, Exchange Online, and Outlook troubleshooting. Experience with Active Directory administration (password resets, groups, AD functions). Knowledge in NTFS file permissions. Experience supporting VPN clients, LAN/WAN environments, and VPN administration. Experience supporting applications on RDS or Citrix environments. Experience with Microsoft 365 (Teams, SharePoint, Intune). Experience with email filtering (Spam Filter, Phishing, Mail Flow Analysis). Experience with VMware and/or Hyper-V. Experience with internal and external DNS administration. Experience creating, managing, and troubleshooting Group Policies. Demonstrates strong problem-solving and logical thinking skills. Demonstrates strong listening, questioning, and customer-service skills. Maintain composure and efficiency in stressful situations. Manage time, prioritize tasks, and handle multiple responsibilities simultaneously. Clear and coherent both written and verbal communication skills in English to explain technical concepts to non-technical users. #J-18808-Ljbffr