IT Support Administrator 2

Job description

Job Purpose

MACOM Technology Solutions is looking for an IT Support Administrator 2 to deliver a broad range of IT services across International. As part of a small and dynamic Global IT team, the successful candidate will demonstrate an ability to work independently with their customers in delivering a variety of IT services to US and International offices. The position reports to the IT Support Manager.

Position Description

The IT Support Administrator 2 will provide operational IT support for International Leaders and their teams. The successful candidate will apply practical and pragmatic IT practices and solutions across a range of IT functions. The position requires a self-motivated, hands-on, customer-service orientated individual Key Service Desk Responsibilities

• Deliver remote IT support to users across US and international offices.
• Respond promptly to support requests and provide efficient, customer-focused assistance.
• Diagnose, troubleshoot, and resolve end-user hardware, software, and application issues remotely using a structured approach.
• Provide clear, step-by-step guidance to help users troubleshoot issues and restore normal service.
• Take ownership of assigned issues through resolution, coordinating with colleagues and specialist teams as needed.
• Maintain accurate and complete support records in Jira/Jira Service Management (JSM), including issue details, diagnostic findings, troubleshooting actions, and resolutions.
• Monitor assigned tickets, maintain up-to-date records in Jira/JSM, and provide timely progress updates to users.
• Escalate complex or unresolved issues to Tier 3 support teams and collaborate on resolution.
• Follow established Service Desk procedures and adapt support activities to changing business requirements.
• Maintain knowledge articles and support documentation in Confluence, and contribute to continuous process improvement.

Required Technical Skills

• Practical knowledge of end-user IT systems, applications, and troubleshooting methods.
• Hands-on troubleshooting experience with Windows 11, Microsoft Office 365 applications, and Microsoft Edge.
• Hands-on experience using remote support and management tools, such as TeamViewer or Remote Desktop Protocol (RDP), to access end-user systems, troubleshoot issues, and provide remote assistance.
• Solid understanding of Zoom conferencing, including end-user setup and configuration, and troubleshooting audio, video, screen-sharing, and connectivity issues.
• Experience supporting Microsoft 365 (Office 365) email services and Active Directory user accounts.
• Strong laptop hardware diagnostic and troubleshooting skills.
• Ability to configure, manage, and troubleshoot local and shared printers.
• Hands-on experience with Jira/JSM for ticket management and Confluence for knowledge documentation.
• Sound understanding of mobile device management using Microsoft Intune.
• Experience supporting Windows security updates and patch deployment through Microsoft Intune.
• Working knowledge of endpoint protection tools, including Microsoft Defender and McAfee.
• Working knowledge of disk encryption technologies, particularly BitLocker.
• Ability to provide end-user support for macOS systems.
• Ability to provide end-user support for Linux systems.
• Familiarity with business applications, including SAP and Agile.
• Familiarity with engineering applications, including SolidWorks, Silvaco, and Altium.
• Experience installing and troubleshooting Mac laptops is an added advantage.

Professional Competencies

• Strong written and verbal English communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Strong interpersonal and collaboration skills, with the ability to work effectively in a Service Desk environment.
• Strong analytical and problem-solving skills, with a customer-focused approach to issue resolution.
• Strong ownership and follow-through, ensuring assigned tasks are completed.
• Ability to work independently and collaboratively while maintaining consistent productivity.
• Professionalism, reliability, and accountability in carrying out assigned responsibilities. Experience, Qualifications, and Shift Requirements

Minimum experience required

• 3 years of relevant IT support experience.
• Bachelor of Science (BSc) or diploma in Information Technology, Computer Science, or an equivalent field.
• Willingness and flexibility to work rotational shifts (including night shifts and weekends) in support of Service Desk operations.