IT Support Administrator (Tier 2)

Global Lingo

We seek a solutions-orientated IT Support Administrator (Tier 2) who is capable and passionate to support various stakeholders across our business with their IT support issues. The main role of the Tier 2 IT Support Administrator is to provide timely resolution on support tickets received in our helpdesk platform, act as an escalation point for complex technical issues, and ensure a proper record and management of our global software and hardware resources.

This is not an entry-level role. This position is ideal for an experienced IT Support Administrator who is confident working independently, managing escalations, and supporting Windows configuration, troubleshooting, and networking, while assisting with Microsoft 365 administration and other internal platforms.

We are a 100% cloud-based business therefore we do not require server management experience, but strong experience supporting Windows endpoints, Microsoft 365, networking troubleshooting, and security-focused IT support is required.

If you are a results-driven individual with a high focus on service delivery and a passion for technology and troubleshooting, Global Lingo is the right fit for you.

Education and Experience

Global Lingo does not require any specific educational background for this role. However, the right person should have at least 2+ years of IT helpdesk, IT support, or systems administration experience (or in a similar role).

Key Responsibilities

• Efficient handling of internal support tickets and maintaining SLA, KPIs and stakeholder satisfaction
• Timely resolution of software-related issues across Microsoft 365 suite, Plunet Business Management System, Phrase Translation Management System, ESET Endpoint Manager, Adobe, TeamViewer
• Support with resolving potential network issues affecting our global offices by liaising with the relevant providers
• Running regular checks on systems and data security to ensure system performance and SLA's are met
• Completion of any other department-specific tasks, as requested and instructed
• Manage and troubleshoot Windows 11 enterprise configurations, OS-level errors, system performance issues, and endpoint stability problems
• Troubleshoot network-related issues including connectivity, DNS, DHCP, VPN, Wi-Fi and access-related problems, and liaise with relevant providers when required
• Assist with Microsoft 365 administration tasks including user provisioning, licensing, mailbox troubleshooting, Teams support, SharePoint/OneDrive troubleshooting, and access control support
• Running regular checks on systems and data security to ensure system performance and SLA's are met
• Resolution of all tech (both hardware and software) support tickets within agreed SLA
• Asset and lifecycle management - updating and maintaining accurate register of global hardware and software resources and procuring and disposing hardware
• Create and maintain technical documentation, troubleshooting guides, maintain trackers and logs and contribute to continuous improvement of IT support processes
• Offer flexible working hours to support coverage in both EMEA and Americas when required.

Competency Requirements

• Be a team player and work together with everyone
• Willing to be flexible and have an adaptable nature
• Be friendly and have a positive work attitude
• Naturally curious to improve processes and systems
• Positive results focused
• Able to manage stakeholders at various levels. Strong communication skills with global stakeholders
• Always striving to add value and be passionate about what you do
• Strong troubleshooting and analytical skills (able to resolve issues independently)
• Comfortable working with escalation ownership and time-sensitive incidents
• Strong documentation habits (technical guides, troubleshooting notes, recurring issue tracking)