The Helpdesk Technician Level II provides day to day support for the implementation, troubleshooting, and maintenance of client IT systems, managing client IT system infrastructure and any process related to these systems. The ideal candidate will possess a detailed understanding of diverse IT systems, both On-premise and Cloud environments, and apply that understanding to provide support.

Manage and mentor a team of technical support engineers to ensure high performance and professional growth, while also overseeing the resolution of customer issues. Refine support processes and organize training sessions and handle escalated customer issues, working closely with other departments to resolve complex problems. Prepare regular reports on support team performance.