Tier 2 Technical Support Specialist - Remote

Overview

The Tier 2 Technical Support Specialist responds to service tickets and requests for local and remote network support in order to meet service level agreements. Troubleshooting and resolving hardware, software, application, network, user access, and all related issues are part of the daily routine.

In Short

• Respond to service tickets for local and remote network support.
• Troubleshoot and resolve hardware, software, and network issues.
• Interact with various teams to restore service and identify core problems.
• Liaise with staff and vendors for efficient execution of change orders.
• Perform high-level network monitoring and troubleshooting.
• Adhere to service level agreements (SLAs).
• Handle escalations from Tier 1 support.
• Analyze global/system-wide issues and escalate as needed.
• Educate clients on network policies and best practices.
• Document issues and analyze potential problems.

Requirements

• Experience with networking basics, including wireless and VLAN environments.
• Ability to think logically and analytically.
• Focus on autonomy and self-improvement.
• Strong attention to detail.
• Experience in customer service and technical support.

Benefits

• Opportunity for ongoing training and development.
• Work in a team-focused environment.
• Engage with various departments for efficient issue resolution.