Prime responsibilities of the 2nd line IT support representative

Act as an escalation point for the 1st line helpdesk staff when issues are too complex, take up too much time, or require specific knowledge and skills for resolution at 1st line support
Assist 1st line support in correctly handing over the issue ensuring users do not need to re-explain themselves a second time
Pick up from where 1st line support stopped and work through to final resolution witht the end user
Assume full ownership of any assigned issue and stay in close contact with the end user where needed and appropriate
Inform the end user of any and all next steps or actions
Engage with 3rd party hardware- , software- and service vendors on an as-needed basis
Consult the web, FAQ’s, knowledge bases, 3rd party support teams, people in your network, etc… to speed up resolution times
Troubleshoot complex issues at various levels : hardware, OS, application, network, security, cloud, virtualization layer, storage, …
Document unknown issues in relevant call management systems and/or knowledge databases
Share your knowledge and experience
Create post-mortem analysis reports for resolved high-impact issues

In a nutshell: use your extensive IT knowledge, skills and experience to solve complex issues when 1st line support runs out of options

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