Overview
The L2 IT Support role is a key on-site position providing advanced technical assistance in a dynamic office environment. In this capacity, the contractor will serve as the primary technical support contact, ensuring smooth operations for both hardware and software issues, and facilitating successful in-person and hybrid events. Collaboration with senior specialists and engineering teams will also be vital to implement long-term solutions for recurring problems.
Responsibilities
- Run the office’s walk-in "Tech Basecamp," providing friendly face-to-face support.
- Fix complex hardware, software, and SaaS issues escalated from the Global Service Desk.
- Conduct root cause analysis and collaborate with Senior Specialists and Engineering to implement permanent fixes.
- Manage the full hardware lifecycle locally, including staging, provisioning, deployment, inventory, and secure disposal.
- Oversee daily A/V operations and support in-person and hybrid events, including global Town Halls.
Requirements
- Strong hands-on experience administering macOS in an enterprise environment, including MDM deployment and troubleshooting.
- Good working knowledge of Google Workspace, Okta/SSO, JML processes, and RBAC, with the ability to resolve MFA and access issues.
- Experience diagnosing and repairing enterprise laptops, peripherals, and conferencing equipment.
- Familiarity with an ITSM platform such as Jira Service Management.
- Excellent communication skills with the ability to empathize and assist frustrated users.
- Proactive problem-solving skills, particularly anticipating issues before major events.