IT Technician

The Level II IT Technician is responsible for providing IT technical support throughout the global SPIROL environment to ensure seamless operations across all locations. Working with the IT team, the Level II IT Technician serves as the first level of escalation for helpdesk requests and reported issues. The Level II IT Technician is responsible for endpoint hardware and software configurations and deployments, troubleshooting and supporting the global SPIROL infrastructure, the administration of user accounts, and performing key system health checks. This position provides detailed work instructions and knowledge base documentation to improve the overall efficiency of the IT team.

RESPONSIBILITIES:

• Identifies, troubleshoots, resolves and documents issues while maintaining customer satisfaction in every step of the service delivery for SPIROL end users.
• Collaborates with Level 1 support technicians, other IT team members and vendor support resources to escalate and resolve issues.
• Takes accountability for all assigned ticket requests throughout the life span of the support request and drives all tickets to completion within the established SLA.

• Documents work instructions, develops knowledge base, and reviews or improves support procedures and workflows.

• Performs complex installations and configurations of desktops, laptops, mobile devices, and associated peripherals and related software.
• Provides support and troubleshooting of LAN and WAN network environments.
• Promotes and adheres to cybersecurity best practices, including continuous awareness of the latest security advancements or threats.
• Assists with daily, weekly and monthly key systems health checks.

• Promotes continuous improvement by taking the initiative to identify issues and provide appropriate solutions or process improvements.

• Establishes a high level of personal credibility and builds strong professional working relationships with customers.
• Ensure compliance with GDPR and other relevant data protection regulations.

RECOMMENDED QUALIFICATIONS:

• Associates degree in IT, or equivalent work experience in an IT support environment.

• CompTIA A+, Network+, Security+ or other related technical certifications.
• Minimum 2 years’ experience in an IT support role.
• Prior experience working in a manufacturing environment.
• Experience with an enterprise helpdesk ticket system.
• Proficiency in Microsoft operating systems (administration, configuration, installation).
• Proficiency in configuring/building computers.
• Knowledge of cybersecurity best practices.
• Knowledge of GDPR and data protection principles.
• Knowledge of network technologies (LAN, WAN, wireless).
• Experience with IT client management/asset management tools.