IT Support Technician - LEVEL 2

Upturn Co.; San Juan (PR); On-site; USD 60,000 - 80,000; Full time

Job summary

Upturn Co. seeks an IT Support Technician - Level 2 to deliver advanced support for end-user systems, enterprise apps, and IT infrastructure. You will diagnose and resolve complex issues to maintain stability and availability of critical services.

You will collaborate with system administrators, network engineers, and application specialists, handle AD tasks, and contribute to documentation and deployments for a mobile and remote workforce.

Qualifications

• Associate or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
• Minimum of five (5) years in IT technical support in enterprise environments.
• Experience supporting Windows-based environments and enterprise productivity tools.

Responsibilities

• Provide second-level technical support for desktop systems, enterprise applications, and IT infrastructure components.
• Troubleshoot and resolve hardware, software, network, and operating system issues escalated from Level 1 support.
• Install, configure, and maintain workstations, laptops, printers, and peripheral devices.
• Support Microsoft Windows operating systems and enterprise productivity tools.
• Assist with Active Directory account management, including user provisioning, password resets, and permissions management.
• Diagnose and resolve network connectivity issues affecting end-user devices.
• Document incidents, service requests, and solutions in the IT service management system.
• Support software deployments, updates, and patch management.
• Assist with system upgrades, hardware replacements, and IT equipment installations.
• Maintain accurate technical documentation and support procedures.
• Provide support for remote users and mobile workforce environments.

Skills

Desktop and end-user support

Microsoft Windows

Hardware troubleshooting

Active Directory management

Network troubleshooting

IT service management

Education

Bachelor's or Associate degree in IT/CS

Job description

The IT Support Technician - Level 2 provides advanced technical support for end-user systems, enterprise applications, and IT infrastructure. This role is responsible for diagnosing and resolving complex technical issues that cannot be resolved by Level 1 support, ensuring the stability, performance, and availability of critical IT services. The technician works closely with system administrators, network engineers, and application specialists to maintain operational continuity and provide high-quality technical assistance to staff.

Key Responsibilities

• Provide second-level technical support for desktop systems, enterprise applications, and IT infrastructure components.
• Troubleshoot and resolve hardware, software, network, and operating system issues escalated from Level 1 support.
• Install, configure, and maintain workstations, laptops, printers, and peripheral devices.
• Support Microsoft Windows operating systems and enterprise productivity tools.
• Assist with Active Directory account management, including user provisioning, password resets, and permissions management.
• Diagnose and resolve network connectivity issues affecting end-user devices.
• Document incidents, service requests, and solutions in the IT service management system.
• Support software deployments, updates, and patch management.
• Assist with system upgrades, hardware replacements, and IT equipment installations.
• Maintain accurate technical documentation and support procedures.
• Provide support for remote users and mobile workforce environments.

Minimum Qualifications

• Associate or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
• Minimum of five (5) years of experience providing IT technical support in enterprise environments.
• Experience supporting Windows-based environments and enterprise productivity tools.

Required Technical Skills

• Desktop and end-user technical support
• Microsoft Windows operating systems
• Hardware troubleshooting and repair
• Active Directory user management
• Network connectivity troubleshooting
• IT service management and incident tracking

Preferred Qualifications / Technologies / Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• Other relevant technical support certifications