Tier 2 Lead

Years of Experience : 5 years of experience

Education Requirements : Bachelor’s degree in IT, Computer Science, or related discipline

Program Description : The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.

Position Description : Supervises the Tier 2 support team, providing technical guidance and oversight for escalated incidents and service requests. Manages team performance, ensures adherence to SLAs, mentor staff, and coordinates with Tier 3 and other IT teams to resolve complex technical issues efficiently while maintaining high service quality..

Responsibilities :

• Troubleshooting complex hardware, software, and network issues escalated from Tier 1
• Managing ticket queues
• Collaborating with other IT teams
• Identifying long-term solutions to recurring problems to improve overall support efficiency and user satisfaction
• Mentoring staff

Requirements

Required Skills :

Preferred Skills

Soft Skills :

Benefits

SES provides a competitive salary and the following benefits :