L2 Technical Support

Troubleshoot advanced hardware and software issues, including OS errors and network connectivity, serving as the escalation point for unresolved L1 cases. Manage user permissions across Active Directory, Exchange, and SaaS applications while investigating recurring incidents and applying known solutions. Assist in minor system and application deployments, and escalate complex unresolved cases to Level 3 or vendor support. Leverage strong networking knowledge of TCP/IP, DNS, and VPN, along with system administration experience in Windows Server and Linux. Utilize scripting skills in PowerShell or Bash for automation where applicable, adhering to ITIL processes for incident and problem management.