IT Support Administrator - Tier 2

- Provide second-level onsite and remote technical support continuously - Triage, troubleshoot, and resolve operational incidents and ServiceNow service catalog requests adhering to established SLAs - Manage escalated incidents from start to finish, collaborating with internal teams and vendors when necessary - Communicate incident status, progress, and resolutions clearly and promptly to customers and stakeholders - Conduct root cause analysis and suggest corrective and preventive measures to mitigate recurring issues - Execute routine onsite operational checks to ensure systems, infrastructure, and equipment are operational - Carry out preventive maintenance and validation activities to proactively address potential system issues - Support daily operations within data centers and communication closets, including conducting hardware checks, reboots, cabling, and equipment setup - Deliver hands-on support and daily testing for conference room AV and collaboration equipment - Provide Level 2 end-user support for hardware, software, and peripherals, including VIP assistance as needed - Assist with scheduled changes, infrastructure enhancements, and project implementations requiring onsite support - Coordinate with approved vendors for scheduling onsite and remote maintenance, both planned and unplanned - Collect and manage vendor quotes, invoices, warranty details, and renewal agreements - Maintain inventory of IT operations equipment in data centers and communication closets - Track hardware lifecycle events such as installation, replacement, and decommissioning - Develop and update technical documentation using accepted methodologies - Create brief instructional content to support a diverse user base - Conduct end-user training sessions or demonstrations as necessary to enhance adoption and experience - Recommend improvements to processes to boost service delivery and operational efficiency