About the position
As a Tier 2 IT Support Agent, you will serve as a senior escalation point for technical issues that cannot be resolved by Tier 1. You’ll bring a strong technical foundation in contact centre systems, enterprise networking, and server administration, ensuring the companies teams have reliable and secure technology to operate effectively. This role also plays a key part in mentoring junior agents and contributing to the ongoing modernisation of the company Service Desk.
Key Responsibilities
Handle advanced escalations from Tier 1 agents, providing in-depth troubleshooting and resolution.
- KPI: 90% of escalated tickets acknowledged within 15 minutes.
- SLA: Resolution or workaround provided within 4 hours for high priority / 8 hours for medium priority incidents.
- KPI: <5% of escalations re-escalated to Tier 3 without proper Tier 2 troubleshooting.
Support contact centre platforms including telephony, VoIP, call routing, and softphone systems.
- KPI: 99.5% platform uptime maintained.
- SLA: Incidents affecting >20 users resolved within 2 hours.
Troubleshoot and maintain networking environments (VPN, routing/switching, DNS, DHCP, firewall configurations).
- KPI: 95% of network-related incidents resolved within SLA targets.
- SLA: Critical outages mitigated within 1 hour, root cause documented within 48 hours.
Administer server environments, including Windows Server, Active Directory, group policies, and authentication.
- KPI: 100% of access-related incidents resolved within 4 business hours.
- SLA: Security-related incidents escalated within 15 minutes of detection.
Monitor system health and respond to alerts, ensuring uptime and stability.
- KPI: 95% of alerts acknowledged within 10 minutes.
- SLA: Mean Time to Detect (MTTD) < 15 minutes, Mean Time to Resolve (MTTR) < 2 hours for critical alerts.
Participate in planned system maintenance and change control processes.
- KPI: 100% of changes logged and approved through Change Management.
- SLA: 0% of unauthorized changes implemented.
- KPI: <2% of changes causing unexpected service impact.
Collaborate with Tier 3 teams on complex incidents, root cause analysis, and long-term fixes.
- KPI: RCA delivered within 3 business days of incident closure.
- SLA: Permanent fixes for recurring incidents implemented within 30 days.
Document solutions, maintain knowledge bases, and contribute to technical playbooks.
- KPI: 95% of resolved incidents documented within 24 hours.
- KPI: At least 2 new KB articles contributed per month.
Mentor Tier 1 agents, helping them build technical depth and readiness for advancement.
- KPI: Conduct 2–3 training sessions per quarter.
- KPI: 10% reduction in Tier 1 escalations per quarter.
Required Skills & Qualifications
- 4–6 years’ professional IT support or system/network administration experience.
- Demonstrated expertise with contact centre or telephony systems (VoIP, PBX, softphone).
- Strong background in enterprise networking (TCP/IP, DNS, DHCP, VPNs, firewall management).
- Solid experience with server administration (Windows Server, Active Directory, identity management).
- Experience working with distributed, remote-first teams.
- Strong communication, problem-solving, and incident management skills.
Preferred Skills
- Experience with virtualization platforms (VMware, Hyper-V, VDI, Xen).
- Knowledge of monitoring and endpoint security tools and vulnerability management escalations.
- Familiarity with ITIL practices (incident, problem, change management).
- Relevant certifications such as CompTIA Network+/Security+, Microsoft Certified, Cisco CCNA/CCNP.
Desired Skills:
- IT Support
- virtualization platform
- endpoint security
- ITIL practices
