What are the responsibilities and job description for the IT Support Technician L2 position at MAARA Consulting?
About the Role
We are seeking a skilled and motivated Level 2 IT Support Technician to join our team on a temporary backfill contract. This role will provide technical support to end-users, ensuring timely resolution of incidents, service requests, and escalations from Level 1 support. The ideal candidate is customer-focused, technically proficient, and able to work independently in a fast-paced environment.
Key Responsibilities
- Provide second-line technical support for hardware, software, network, and application issues.
- Respond to and resolve tickets escalated from Level 1 support in a timely manner.
- Troubleshoot and support issues related to:
- Windows and/or macOS operating systems
- Microsoft 365 / Google Workspace
- Active Directory, user accounts, and group policies
- VPNs, remote access, and networking fundamentals
- End-user hardware (laptops, desktops, mobile devices, printers, peripherals)
- Assist with system configurations, upgrades, and patching as required.
- Document solutions, maintain knowledge base articles, and ensure clear ticket updates.
- Collaborate with internal IT teams and third-party vendors for issue resolution.
- Support onboarding/offboarding processes (user accounts, hardware setup, access permissions).
- Ensure adherence to IT security policies and best practices.
Qualifications & Skills
- 2–4 years of experience in IT support, service desk, or technical support roles.
- Strong troubleshooting skills across hardware, software, and networking.
- Experience with Active Directory, Microsoft 365 administration, and ticketing systems.
- Familiarity with remote support tools (e.g., TeamViewer, AnyDesk, Intune, SCCM).
- Knowledge of ITIL practices is an asset.
- Strong communication and customer service skills.
- Ability to prioritize tasks, manage time effectively, and work with minimal supervision.
CONTRACT DURATION: 2-4 weeks (possibly extendable)
START DATE: ASAP
Application question(s):
- Please confirm that you are aware this is a 2-4 week contract. (Possibly extendable)
Work Location: In person