Senior IT Support & Infrastructure Troubleshooter
Listed on 2026-02-13
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IT/Tech
IT Support, Technical Support, HelpDesk/Support, Systems Administrator
Role:
First point of contact (Helpdesk).
Responsibilities:
Basic troubleshooting, password resets, ticket logging, and following standard operating procedures (SOPs).
Goal:
Quick resolution of common user issues, often using scripts or runbooks.
Level 2 (L2) Support - Technical Support
Role:
Technical Specialists.
Responsibilities:
Handling escalated, more complex issues that L1 cannot solve, including network, server, or configuration errors.
Goal:
In-depth troubleshooting, often requiring deeper knowledge of the system, often termed as "desktop support".
Role:
Developers, Engineers, or Product Specialists.
Responsibilities:
Managing the most complex issues, such as code bugs, software design flaws, or critical infrastructure failures.
Goal:
Resolving root-cause problems, collaborating with developers, and implementing long-term fixes.
Skills Required:
L1/L2/L3 End user support, Monitoring, Service Management, ITSM, Trouble shooting, root cause analysis
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