Helpdesk Tier 2 Technician - Remote

Overview

As a Helpdesk Tier 2 Technician at Staff4Me, you will be part of a dedicated team providing technical support to our clients. You will be responsible for resolving escalated support tickets, troubleshooting complex issues, and ensuring a high level of customer satisfaction.

In Short

• Staff an inbound team to support property staff and vendors
• Inbound calls, Inbound chat/email/SMS, Escalations from Call Center
• Create case, Initial triage and troubleshooting, Intermediate troubleshooting
• Call Types: SSID, VLAN, DHCP, Firewall, Account, 802.1x, Bandwidth limiting, Portal changes/Experience changes, Combination of immediate and future requests, Network Outages/performance complaints Escalations
• Internet (End-user account issues, Wifi issues, Vlan issues, Speed complaints)
• CATV (Missing/Distorted channels, Channel numbering issues, STB MACD, Upgrades/Downgrades)
• IOT and other similar services supported.

Requirements

• Experience in technical support roles
• Strong troubleshooting skills
• Ability to handle escalated support tickets
• Excellent communication skills
• Familiarity with networking concepts
• Customer service orientation

Benefits

• Competitive salary
• Remote work flexibility
• Opportunities for professional development
• Supportive team environment