IT Support Technician II (Support Windows, MacOS devices, Microsoft 365 Applications, Business applications, Mobile devices, end-user hardware)

Four or more years of experience providing IT support, desktop support, service desk support, or end-user technology support in a corporate environment. Working knowledge of Windows, macOS, Microsoft 365, Active Directory, end-user hardware, and common business applications. Experience troubleshooting software, hardware, account-access, mobile-device, and connectivity issues. Ability to communicate clearly in written and spoken English and provide patient, empathetic, and professional customer service. Ability to analyse technical issues, identify appropriate solutions, and manage incidents through resolution or escalation. Ability to work in a rotational 24-hour support environment, including shifts from 7:00 a.m. to 4:00 p.m., 3:00 p.m. to midnight, and 11:00 p.m. to 8:00 a.m. Experience using ServiceNow or a similar IT service-management platform. Knowledge of basic networking concepts, including internet protocol addressing, wireless connectivity, cabling, and local network troubleshooting. Information Technology Infrastructure Library Foundation certification or equivalent service-management knowledge. Experience supporting audiovisual equipment, conference rooms, mobile devices, asset inventory, device imaging, and endpoint patching. Experience creating operational reports, technical documentation, and knowledge articles. Relevant technical certification in desktop support, Microsoft technologies, networking, or service management.