IT Support Services II – Help Desk

About the role

COURSER is seeking an experienced IT Support Services II professional to join its fast‑growing IT team. The role focuses on providing second‑tier technical assistance, mentoring junior staff, and contributing to key IT projects across a dynamic, customer‑focused environment.

Key responsibilities

• Deliver advanced technical support for hardware, software, and network issues escalated from junior team members.
• Assist in the administration of servers, workstations, and cloud environments.
• Diagnose and resolve complex problems on Windows, macOS, Linux, and mobile platforms.
• Respond to user service requests, ensuring high‑quality customer experience.
• Maintain detailed documentation of support processes, configurations, and troubleshooting steps.
• Train and mentor junior IT support staff.
• Participate in software deployments, system upgrades, and network enhancements.
• Monitor system performance and security, proactively addressing potential issues.
• Manage user accounts, permissions, and access rights.
• Track incident trends and report root causes to improve support services.

Required profile

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 3–5 years of experience in IT support or system administration, preferably in a corporate setting.
• Strong knowledge of operating systems such as Windows Server, Linux, and macOS.
• Experience with networking concepts including TCP/IP, DNS, DHCP, and VPN configurations.
• Familiarity with help‑desk and ticketing platforms like ServiceNow, JIRA, or Zendesk.

Required skills

• Windows, macOS, Linux operating systems
• Windows Server administration
• TCP/IP, DNS, DHCP, VPN networking
• ServiceNow, JIRA, Zendesk ticketing systems
• Cloud environment management