IT Support Officer - Level 2

The IT Level 2 Support Officer is responsible for providing advanced technical support to end-users and resolving more complex IT issues escalated from Level 1 support. This role requires a deep understanding of IT systems, hardware, software, and networks, ensuring that technical problems are efficiently and effectively addressed. The IT Level 2 Support Officer will work closely with other IT teams to ensure seamless service delivery and user satisfaction.

Key Responsibilities:

Troubleshoot and resolve advanced hardware, software, and network issues escalated from Level 1 support.
Provide technical support to users on desktops, laptops, printers, mobile devices, and various software applications.
Diagnose and resolve system errors, software bugs, and configuration issues.
Assist in the installation, configuration, and maintenance of computer systems, applications, and hardware.
Escalate unresolved technical issues to Level 3 support or relevant departments, providing detailed documentation of the issue.
Monitor system performance and identify potential issues before they impact users.
Perform routine system checks, updates, and maintenance tasks on servers, networks, and end-user devices.
Collaborate with network administrators to maintain the integrity and performance of the organization's IT infrastructure.
Manage user accounts, permissions, and access controls as per company policies.
Maintain accurate records of support requests, troubleshooting steps, and resolutions in the help desk ticketing system.
Provide regular reports on common issues, recurring problems, and areas for improvement in IT service delivery.
Document new technical solutions and troubleshooting procedures for knowledge-sharing among IT teams.
Provide training and guidance to end-users on software applications, system updates, and best practices for IT security.
Assist in the development and distribution of IT support guides and manuals.
Mentor and assist Level 1 support staff with technical issues and professional development.
Ensure compliance with the organization’s IT security policies and procedures.
Assist in implementing security patches, software updates, and system backups to protect data and systems.
Respond to security incidents, including malware infections, unauthorized access, and data breaches, escalating as needed.
Strong knowledge of IT systems, including Windows, macOS, Linux, and Microsoft Office Suite.
Proficiency in troubleshooting hardware (PCs, laptops, printers) and software issues.
Experience with network troubleshooting, including TCP/IP, DNS, VPNs, and firewalls.
Knowledge of Active Directory, user account management, and permissions.
Familiarity with help desk and ticketing systems (e.g., ServiceNow, Zendesk).
Strong analytical and problem-solving skills.
Excellent communication skills, both written and verbal.
Ability to work independently and manage multiple tasks effectively.
Customer-oriented mindset with a focus on providing exceptional support.

Skills

Veeam Microsoft Azure MCSA IT Troubleshooting Apache Database Linux System CCNA Wireless Networking CCNP Security

Job Details

Industry:

BPO

Functional Area:

Systems Analyst

Total Positions:

1 Post

Job Shift:

First Shift (Day)

Job Type:

Full Time/Permanent

Department:

Operations

Job Location:

Lahore, Pakistan

Gender:

No Preference

Minimum Education:

Bachelors

Career Level:

Experienced Professional

Minimum Experience:

5 Years

Apply Before:

Jul 03, 2025

Posting Date:

Jun 02, 2025

Prima Systems

BPO · 301-600 employees - Lahore

Prima Systems enables its clients over the whole Enterprise Technology to stack with separated industry arrangements. We modernize Business Process Outsourcing and make everything secure, adaptable and coordinated across open, private and half mists. Partnership is at our core. Our client relationships are about more than just the work we do, they are a huge part of who we are. At BPO Bench, we consider the success of our clients as a barometer of how successful we are. The Enterprise Technology Stack incorporates IT Outsourcing, Cloud and Security, Applications, Analytics and Engineering. We join long periods of experience running crucial frameworks with the most recent advanced developments to convey better business results and new degrees of execution, intensity and encounters for our clients and their partners. Prima Systems puts resources into three key drivers of development: People, Customers and Operational Execution. Our broad network helps drive coordinated effort and influence innovation freedom.