Second Level IT Support

About the role

Kelly is looking for a Second Level IT Support professional to join its IT Services & Operations team. You will provide advanced technical assistance for software applications, helping to minimise business disruption across a global organisation. The role can be performed on‑site, remotely or in a hybrid model depending on the location.

Key responsibilities

• Deliver second‑level support for software applications, handling escalated tickets and ensuring timely resolution.
• Diagnose and troubleshoot software issues using established procedures and diagnostic tools.
• Escalate complex or unresolved incidents to specialised technical teams.
• Support software installation, configuration and update deployment.
• Maintain accurate ticket records, troubleshooting notes and knowledge‑base articles.
• Provide basic training and guidance to end users.
• Monitor recurring incidents and user feedback to identify systemic problems.
• Collaborate with global IT teams and cross‑functional stakeholders.

Required profile

• Minimum 2 years of experience in technical support, application support, service desk or a related IT role.
• Proven ability to troubleshoot software applications and resolve escalated incidents.
• Familiarity with ticketing or IT service management platforms.
• Strong analytical and problem‑solving skills in a fast‑paced environment.
• Clear communication skills and the ability to explain technical concepts to non‑technical users.
• Fluent written and spoken English to support a global audience.

Required skills

• Operating systems: Windows, macOS, Linux.
• IT service management / ticketing platforms.
• Remote support tools.
• Basic knowledge of network protocols.
• Fundamental cybersecurity principles.

What we offer

• A collaborative, service‑oriented environment with moderate independence.
• Opportunities to work with global IT teams and develop technical expertise.
• Equal opportunity employment in a diverse and inclusive workplace.