We are seeking a skilled and customer-focused L2 Helpdesk Support Specialist to join our team. The ideal candidate will have a strong IT background, excellent troubleshooting skills, and the ability to communicate fluently in English at a near-native level. You will be responsible for handling escalated technical issues and ensuring timely resolution while maintaining high service standards. Fluent in English (spoken and written) – near-native proficiency is a must* Proven experience in IT support or helpdesk (L2 level preferred)* Strong experience working with ticketing systems (e.g., Zendesk)* Solid knowledge of Microsoft Office and general IT systems* Good understanding of troubleshooting methodologies* Ability to work independently and manage workload efficiently* Willingness to work according to Canadian time zoneKey Responsibilities:* Provide Level 2 technical support for end-users and clients* Troubleshoot and resolve complex technical issues related to systems, applications, and networks* Manage and respond to support tickets in a timely manner* Escalate unresolved issues to higher support levels when necessary* Maintain accurate documentation of issues, solutions, and processes* Collaborate with internal teams to improve support processes and user experience* Ensure adherence to SLAs and performance metricsPreferred Qualifications:* Experience in international or global support environments* Strong communication and problem-solving skills* Customer-oriented mindset with attention to detail