IT Support Analyst - Level 2 - Experienced

Description

Job Summary: We are seeking a Level 2 Support Analyst to provide efficient support to end users, ensuring operational continuity for our clients while managing complex incidents and problems. Key Highlights: 1. Comprehensive support for hardware, software, networks, and advanced applications 2. Diagnosis and resolution of connectivity and system performance issues 3. Integration and migration of complex systems **Level 2 Technical Support Analyst \- Experienced** **Redbit Solutions** is a company specializing in IT support services for enterprises, operating in the Peruvian market since 2012. We are currently seeking to fill the position of **Level 2 Support Analyst**, who will deliver efficient support to end users and ensure operational continuity for our clients. **REQUIREMENTS:** * University degree in Systems Engineering, Computer Science, Networking, or related fields. * Minimum 2 years of experience in technical support, help desk, or similar roles. * Knowledge of Microsoft OEM and Retail licensing. * Configuration of Wi-Fi printers. * Configuration of Wi-Fi devices, such as routers and repeaters. * Experience developing technical manuals. * Experience preparing technical reports. * Experience managing SharePoint sites. * Advanced proficiency in Microsoft 365 (Outlook, Teams, SharePoint, OneDrive). (Important) * Advanced proficiency in Microsoft 365 tenant administration for user creation (Mandatory) * Configuration of Microsoft 365 email accounts, migration, and backup. * Experience providing hardware and software support to end users. * Proficiency with help desk tools and ticket management systems. * Basic networking knowledge (connectivity, TCP/IP). * Experience providing remote support to users. * Ability to work under pressure. * Basic English level (desirable for technical reading). * Preferably residing in southern Lima areas or adjacent districts. * Availability to handle multiple incidents and users in dynamic environments. **FUNCTIONS AND RESPONSIBILITIES** * Handle incidents and requests via ticketing system, email, and phone calls. * Diagnose and resolve hardware, software, operating system, application, and basic connectivity issues. * Provide remote and/or on-site support as required. * Escalate incidents to higher-level support when they exceed scope. * Maintain updated incident and solution records. * Document procedures and solutions in the knowledge base. * Deliver clear and effective support to end users. * **Advanced software configuration**: Assist users in configuring specialized or advanced software, such as graphic design tools, complex accounting software, or engineering programs like AutoCAD, Revit, and Autodesk console management. * **Network issues**: Diagnose and resolve more complex network connectivity issues, such as firewall configurations, routing problems, or VPN configuration issues. * **Application errors**: Resolve specific application errors that may require deeper understanding of the application’s internal functionality and components. * **System performance issues**: Identify and resolve operating system or hardware performance issues, such as resource optimization, hard disk error diagnosis, or memory-related problems. * **System integration**: Assist in integrating complex systems, such as enterprise resource planning (ERP) systems, customer relationship management (CRM) systems, or content management systems (CMS). * **Data migration**: Support data migration between systems, including resolving issues that may arise during the process. * Working Hours: Monday to Friday, 8:00 a.m. to 6:00 p.m., and Saturdays, 9:00 a.m. to 12:00 p.m. **DEVELOPMENT AND EVALUATION** * Performance evaluation based on key indicators (SLA, ticket management, and service quality). * Continuous monitoring and feedback throughout the onboarding process. **SOFT SKILLS** * Appropriate handling of high-pressure situations, with empathy and customer orientation. * Clear communication skills, translating technical concepts into simple language. * Analytical ability to identify root causes through effective questioning. **BENEFITS** * Monthly salary ranging from **S/ 2,000 to S/ 2,300**, depending on experience and competencies. * Career path and continuous training in enterprise technologies. * Positive work environment. Salary: S/.2,000\.00 \- S/.2,300\.00 per month Work Location: On-site employment