Key Responsibilities

· Provide Level 2 technical support to clinics, troubleshooting hardware, software, and network issues.

· Support Level 1 engineers to resolve high level IT issues escalated within the Service Desk

· Work closely with clinic staff to ensure issues are resolved promptly.

· Assist with system migrations, deployments, and upgrades.

· Create, communicate and coordinate small to medium scale project plans

· Escalate complex issues when necessary while maintaining ownership of customer experience.

· Document troubleshooting steps, solutions, and best practices to improve support efficiency.

Skills, Attributes, and Experience:

Essential:

· 3+ years of experience in an IT support role.

· Extensive experience with Microsoft 365 products, Windows Desktop & Server, and Active Directory.

· Strong networking knowledge and experience.

· Experience in telephony (both on-premise and hosted) and service ticket systems.

· Excellent verbal and written communication skills.

· Attention to detail and a strong customer service orientation.

Desirable:

· Experience with advanced networking solutions and cloud technologies.

· Familiarity with virtualization platforms and remote desktop services.

· Previous experience with a Managed Service Provider.

· Additional certifications in relevant IT fields.

Please refer to job description.