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    • The Level 2 Service Desk Technician provides advanced technical help, manages escalations, and ensures issues are resolved quickly with a strong focus on…
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    • Provide first-level IT support via phone, email, or ticketing system.
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    • 5–7 years of experience in IT support, helpdesk operations, or a…
    • Incident Resolution Time: The average time it takes to resolve a reported incident.
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    • Provide first-level IT support to users via phone, email, chat, or ticketing system.
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    • Minimum two years in Helpdesk support or a similar role.
    • Stable internet connection with at least 5mbps download and upload.
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    • Set up accounts for new users and assist with password or login problems.
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    • Proficient in Google Workspace and familiar with Windows or macOS.
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Job Post Details

Level II Service Desk Technician - job post

ALI I.T. SUPPORT SERVICES, INC.
Work from Home

Job details

Job type

  • Permanent
  • Full-time

Location

Work from Home

Full job description

What You’ll Be Doing

Our Service Desk uses a “POD” structure, assigning clients to dedicated teams for faster, more consistent support. The Level 2 Service Desk Technician provides advanced technical help, manages escalations, and ensures issues are resolved quickly with a strong focus on customer service, helping deliver reliable IT solutions that keep users productive.

  • Provide advanced technical support for desktops, laptops, operating systems, and business

applications.

  • Manage, prioritize, and resolve service tickets in line with SLAs.
  • Handle escalations from Level 1 support, ensuring timely troubleshooting and resolution.
  • Collaborate with infrastructure, network, and systems teams for more complex incidents.
  • Document solutions, update knowledge bases, and contribute to continuous improvement.
  • Deliver excellent customer service by communicating effectively and setting clear

expectations.

  • Support user account management, permissions, and access controls.
  • Assist in hardware/software installations, configurations, and upgrades.

What We’re Looking For

  • Proven experience in end-user IT support, ticket management, and escalation handling.
  • Strong knowledge of Windows 10/11, Microsoft Office 365, and Active Directory.
  • Familiarity with IT ticketing systems and remote support tools.
  • Ability to troubleshoot hardware, software, and basic network issues.
  • Strong customer service focus with excellent communication skills.
  • Detail-oriented, with the ability to prioritize and resolve issues efficiently.
  • Relevant IT certifications are an advantage.

Benefits:

  • Company events
  • Health insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee
  • Work from home

Work Location: Remote

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