Roles and Responsibilities of an L2 IT Executive:
Helpdesk Support
· Serve as the first point of contact for employees or customers seeking technical assistance via phone, email, or ticketing systems.
· Troubleshoot and resolve basic IT issues such as login problems, software malfunctions, and network connectivity issues.
· Provide guidance and support for general IT-related questions, directing users to appropriate resources when necessary.
Incident Management
· Log and categorize support requests in the Orion (Ticketing System) IT Service Management (ITSM) system.
· Prioritize and escalate unresolved issues to the next level within the team, ensuring timely resolution of critical issues.
· Provide regular updates to end users regarding the status of their requests, including any steps taken and expected resolution times.
Hardware and Software Support
· Assist users with the installation, configuration, and basic troubleshooting of hardware such as computers, printers, and other peripherals.
· Install and configure software applications, including operating systems, productivity tools, and antivirus software.
· Support mobile devices, laptops, and desktops, ensuring optimal setup and functionality.
Account Management
· Assist with user account creation, password resets, and permissions changes in alignment with organizational policies.
· Ensure compliance with organizational security policies, including enforcing password complexity and account lockout policies.
· Maintain user access to essential resources as per policy, including network drives, email systems, and applications.
Network Support
· Troubleshoot network connectivity issues such as Wi-Fi, VPN, and LAN problems.
· Ensure devices are connected to the correct network, addressing issues related to IP configurations, DNS settings, and network access.
· Provide support to users to ensure their network connectivity remains stable and secure.
Documentation in Orion (Ticketing System)
· Maintain accurate and up-to-date records of all IT issues, resolutions, and user interactions in the ticketing system.
· Update and create knowledge base articles, user guides, and FAQs to help employees troubleshoot common problems independently.
· Document hardware allocations, software installations, and any configuration changes for future reference.
IT Assets/Applications Management
· Track and manage IT assets (computers, phones, peripherals, etc.), ensuring proper documentation of hardware allocations, returns, and repairs.
· Maintain records of software licenses, ensuring compliance with licensing agreements.
User Training
· Provide basic training to end-users on common IT tools and software, including how to use specific systems, perform password resets, and access network drives.
· Educate employees on IT security best practices, such as how to avoid phishing scams, maintain system security, and manage their digital identity.
Software Updates and Patches
· Ensure that operating systems and software applications are up to date with the latest patches and security updates.
· Assist in the deployment of system updates and upgrades, ensuring minimal disruption to end users.
· Report on the status of pending software updates, addressing any issues during the update process.
· Monitor logs and alerts to identify potential issues before they impact operations.
Remote Support
· Provide remote troubleshooting and support to users in different locations or offices.
· Use remote desktop tools and systems to diagnose and resolve user issues effectively without the need for physical presence.
· Maintain a high level of support even when assisting remote or off-site users.
Collaboration with Other Support Teams
· Work closely with System Engineering and Network Operations teams to escalate complex issues that require specialized expertise.
· Collaborate with your leads/manager to identify recurring technical issues, share knowledge, and suggest process improvements.
· Participate in regular team meetings to discuss ongoing challenges, improvement areas, and best practices.
Customer Service
· Provide excellent customer service and maintain professionalism when dealing with end users.
· Manage user expectations by providing clear communication about issue resolutions and timelines, ensuring transparency and satisfaction.
· Be proactive in addressing any concerns or frustrations users may have, offering solutions or alternative options.
Onboarding (New Joinee)
· Assist new employees in setting up their workstations, including logging into systems and configuring their computers, email accounts, and necessary applications.
· Ensure that all required hardware (laptop, desktop, peripherals) and software are in place before the new joiner’s first day.
· Walk new employees through essential IT systems, including VPN, email, intranet access, company-specific software, internal tools, and security practices during new joinee inductions.
Offboarding (EDP – Employee Departure Process)
· Assist with the offboarding process, including the retrieval of IT assets such as laptops, phones, and other peripherals.
· Ensure that user accounts are deactivated, and all access to company systems (email, VPN, etc.) is revoked according to company security policies.
· Perform data backup and transfer (if necessary) and ensure that sensitive information is handled in compliance with privacy and security guidelines.
· Document the offboarding process and confirm the return of IT assets in the system for inventory and auditing purposes.
Meeting Room Setup
· Regularly check the meeting rooms to ensure that all meeting room equipment (projectors, screens, microphones, conference phones, etc.) is in working order.
· Assist in setting up meeting rooms with the required equipment and ensure that all necessary hardware is functional before meetings begin.
· Troubleshoot and resolve any issues related to meeting room technology/equipments, ensuring seamless communication during meetings.
· Maintain and update documentation related to the equipment and setup requirements for different types of meetings.
Event Setup
· Provide IT support for internal and external events, including setting up necessary hardware, software, and network access.
· Assist with the setup of presentation systems, sound systems, and video conferencing tools as required by the event organizers.
· Troubleshoot any technical issues during events and ensure the smooth functioning of all IT systems involved.
· Collaborate with event organizers to ensure that all IT needs are met, and ensure adequate equipment is available for attendees.
Project Support
· Participate in IT infrastructure and deployment projects, including assisting with rollouts of new systems or upgrades.
· Help test and document system upgrades or changes to ensure smooth transitions.
Escalation Management
· Address and resolve issues escalated from L1 support that require advanced troubleshooting.
· Collaborate with L1 teams to identify gaps in knowledge or recurring issues and suggest process improvements.
· Escalate unresolved or complex issues to the L3 team with detailed logs and troubleshooting information.
Key Skills and Competencies:
· Strong communication and customer service skills.
· In-depth knowledge of IT hardware, software, and network systems.
· Ability to troubleshoot and resolve issues effectively and efficiently.
· Familiarity with ITSM tools, such as Orion (Ticketing System), for logging and managing support tickets.
· Knowledge of basic IT security principles and best practices.
· Ability to manage and track IT assets, including hardware and software.
· Basic understanding of operating systems, including Windows, MacOS, and mobile platforms.
· Ability to work effectively with other support teams and departments.
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