IT Site Support Lead – Level 2

Role overview

Key responsibilities

• Provide Level 2 support for hardware, software, Microsoft 365, network, and user access issues; resolve escalated incidents and service requests.
• Support workstations, laptops, printers, peripherals, and local IT infrastructure.
• Manage user onboarding, account administration, and equipment deployment.
• Coordinate with regional and global IT teams, vendors, and service providers.
• Maintain IT assets, documentation, and service records; support security, compliance, audits, and corporate policies.
• Identify recurring issues and improve service delivery.

Required qualifications

• 5–10 years of experience in IT support, service desk, or IT operations, including proven Level 2 support experience.
• Strong knowledge of Windows operating systems and Microsoft 365; experience with Active Directory and user account administration.
• Knowledge of LAN/WAN, Wi-Fi, and network troubleshooting, plus experience with IT ticketing and incident management systems.
• Ability to work independently onsite; strong communication, stakeholder management, and problem-solving skills.

Preferred qualifications

• A degree or diploma in Information Technology, Computer Science, or a related field is preferred.
• Experience supporting manufacturing, industrial, aerospace, or multi-site environments is preferred.
• Understanding of ITIL principles and IT service management, and knowledge of endpoint management, cybersecurity, and access controls, are preferred.