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Information Technology Support Specialist
CyberX Info System
Shreveport, UAE
Full Time
Mid
Onsite
1 months ago
WindowsMicrosoft 365Active DirectoryJira Service ManagementServiceNowZendesk
Free
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WindowsMicrosoft 365Active Directory
About the Role
CyberX Info System is seeking an IT Support Technician II to provide Level 2 technical support for end users, maintain IT assets, and resolve hardware and software issues. The role requires 2+ years of desktop support experience, strong troubleshooting skills, and excellent customer service.
Key Skills for This Role
WindowsMicrosoft 365Active DirectoryJira Service ManagementServiceNowZendesk
Responsibilities
- Provide Level 2 technical support for desktop, laptop, mobile device, printer, and telephony issues
- Support corporate office users as well as remote employees across multiple locations
- Troubleshoot and resolve moderately complex technical issues with minimal supervision
- Deliver exceptional customer service while maintaining strong communication throughout the support process
- Manage ticket queues, triage requests, and prioritize incidents based on business impact
- Escalate issues requiring advanced expertise while ensuring proper documentation and follow up
- Perform root cause analysis for recurring technical issues and recommend corrective actions
- Maintain accurate records of incidents, resolutions, and support activities
- Install, configure, and maintain hardware, software, and peripheral devices
- Assist with hardware deployments, upgrades, and lifecycle management activities
- Maintain IT asset inventories and internal support databases
- Support user onboarding, offboarding, and equipment provisioning processes
Requirements
- Minimum 2+ years of desktop support, IT support, or service desk experience
- Experience working with ticketing systems such as Jira Service Management, ServiceNow, Zendesk, or similar platforms
- Strong troubleshooting skills across Windows operating systems, software applications, mobile devices, and hardware
- Experience managing ticket prioritization and incident resolution
- Ability to identify recurring issues and recommend process improvements
- Strong technical documentation skills
- Excellent verbal and written communication skills
- Ability to explain technical concepts to non technical users
- Valid driver's license with a clean driving record
Full Job Posting
Position Overview
- We are seeking an experienced IT Support Technician II to join a growing corporate IT team supporting users across North America.
- This role is ideal for a customer focused IT professional with strong desktop support experience, excellent troubleshooting skills, and the ability to work independently in a fast paced environment.
- Reporting to the IT Manager, the successful candidate will provide Level 2 technical support for end users, maintain IT assets, resolve hardware and software issues, and contribute to continuous improvement initiatives.
Key Responsibilities
- Provide Level 2 technical support for desktop, laptop, mobile device, printer, and telephony issues.
- Support corporate office users as well as remote employees across multiple locations.
- Troubleshoot and resolve moderately complex technical issues with minimal supervision.
- Deliver exceptional customer service while maintaining strong communication throughout the support process.
- Manage ticket queues, triage requests, and prioritize incidents based on business impact.
- Escalate issues requiring advanced expertise while ensuring proper documentation and follow up.
- Perform root cause analysis for recurring technical issues and recommend corrective actions.
- Maintain accurate records of incidents, resolutions, and support activities.
- Install, configure, and maintain hardware, software, and peripheral devices.
- Assist with hardware deployments, upgrades, and lifecycle management activities.
- Maintain IT asset inventories and internal support databases.
- Support user onboarding, offboarding, and equipment provisioning processes.
Required Qualifications
- Minimum 2+ years of desktop support, IT support, or service desk experience.
- Experience working with ticketing systems such as Jira Service Management, ServiceNow, Zendesk, or similar platforms.
- Strong troubleshooting skills across Windows operating systems, software applications, mobile devices, and hardware.
- Experience managing ticket prioritization and incident resolution.
- Ability to identify recurring issues and recommend process improvements.
- Strong technical documentation skills.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non technical users.
- Valid driver's license with a clean driving record.
Preferred Qualifications
- Experience supporting users in a multi site or enterprise environment.
- Experience mentoring junior technicians or supporting team development.
- Familiarity with hardware deployments, asset management, and endpoint support.
- Knowledge of Microsoft 365, Active Directory, and common business applications.
Skills & Competencies
- Customer focused mindset with strong interpersonal skills.
- Excellent organizational and time management abilities.
- Strong analytical and problem solving capabilities.
- Ability to work independently and manage multiple priorities.
- Comfortable operating in a fast paced and evolving environment.
- Proactive approach to identifying and implementing improvements.
- Detail oriented with a commitment to quality and accuracy.
- Positive attitude, strong work ethic, and team oriented mindset.
What We Offer
- Opportunity to work with a collaborative and highly skilled IT team.
- Exposure to a broad range of technologies and business operations.
- Career growth and professional development opportunities.
- Dynamic and fast paced work environment where individual contributions make a meaningful impact.
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