Job Description
Systems Support Specialist (Tier II & Continuity)
We are expanding our technical operations team and require a versatile Band 2 Support Professional to serve as a primary onsite expert and a dedicated backup for our local infrastructure. This role is designed for a technician who balances high-level hardware diagnostics with a sophisticated approach to user experience and systems reliability.
Strategic Objectives
Technical Escalation: Serve as the central hub for Tier 1 and Tier 2 incident mitigation, ensuring that complex disruptions are neutralized with minimal downtime.
Unified Communications: Act as the onsite liaison for high-end Audio-Visual (AV) integration, coordinating with external partners to maintain seamless boardroom and collaborative technologies.
Documentation & Governance: Maintain a rigorous audit trail of all service requests, ensuring that the lifecycle of every ticket is transparent and documented with precision.
Core Responsibilities
Cross-Platform Engineering: Deliver comprehensive lifecycle support for the full Windows ecosystem and Microsoft 365 suite, while providing essential "Genius Bar" style assistance for macOS and iOS users.
Hardware & Peripheral Lifecycle: Oversee the installation, preventative maintenance, and physical repair of a diverse hardware fleet, including workstations, thermal/laser printers, and specialized mobile devices.
Network & Connectivity Diagnostics: Utilize advanced monitoring and diagnostic tools to isolate and resolve throughput issues, LAN bottlenecks, and workstation-level connectivity failures.
Project-Driven Support: Participate in large-scale technical rollouts, ranging from telecom migrations to server-room optimizations and smart-device integration.
Environmental Maintenance: Perform routine "wellness checks" on all authorized hardware to proactively identify failure points before they impact productivity.
Candidate Profile
Foundation: A broad-spectrum IT background that includes a working knowledge of server environments, telecommunications, and enterprise-grade AV systems.
Agility: The ability to pivot between routine desktop maintenance and high-stakes project tasks within a fast-paced environment.
Communication: Superior verbal and written skills, with the ability to translate complex technical hurdles into clear status updates for stakeholders.
Legacy & Modernity: While proficient in modern OS architecture, you possess the versatility to manage and secure legacy systems if required by operational needs.