L2 IT Support Officer - Work From Home - Remote Eligible
Twoconnect
Technical Support Specialist
Respond to and resolve Level 2 technical support requests escalated from the helpdesk.
Troubleshoot and resolve issues related to Active Directory, Microsoft 365, and Azure services.
Support configuration, monitoring, and troubleshooting of Azure Virtual Machines.
Maintain user accounts, groups, and permissions within Active Directory and Azure AD.
Work closely with L1 support to ensure effective knowledge transfer and consistent resolution processes.
Provide technical support for design and collaboration tools critical to the architecture practice (e.g., Revit, AutoCAD, Bluebeam).
Support system integrations and ensure minimal disruption across project teams.
Monitor systems for stability, performance, and security risks, escalating as necessary.
Contribute to automation and process improvements where appropriate (e.g., scripting in PowerShell).
Maintain accurate records of support activities, incidents, and resolutions.
Contribute to internal knowledge bases and SOPs for recurring issues.
Collaborate with the Documentation Specialist to ensure issues and resolutions are captured and shared with staff.
Assist in monitoring IT security events and contribute to maintaining compliance frameworks.
Support implementation of IT policies and security practices aligned with ISO standards.