Level 2 Technical Support Specialist - Remote

Overview

We are seeking a proactive and skilled Level 2 Tech Support professional to join our team. The candidate will be responsible for handling second-level support for a variety of technical issues, providing effective solutions, and ensuring a positive user experience. This role requires expertise in network administration, server management, and advanced troubleshooting, along with a strong understanding of various software and hardware technologies.

In Short

• Serve as the first point of contact for customer support, answering phones and handling help desk tickets.
• Provide Level 1/2 technical support including workstation setup, configuration, and troubleshooting.
• Office 365 account setup, troubleshooting, and administration.
• Printer, peripheral, and basic networking issue resolution.
• Software installation and troubleshooting.
• Perform new user onboarding, including workstation builds and application setup.
• Work within ticketing systems (e.g., Autotask, ServiceNow, Remedy, etc.) to manage service requests and incidents.
• Support security tools and solutions (e.g., SentinelOne, EDR platforms).
• Provide basic troubleshooting on servers, firewalls, and virtualization platforms (VMware, Hyper-V) as needed.
• Document solutions, escalate issues as required, and contribute to knowledge base improvements.
• Collaborate with other technicians to ensure consistent coverage and high-quality customer service.

Requirements

• Proven experience in technical support or a similar role.
• Strong knowledge of networking and server management.
• Familiarity with ticketing systems and support tools.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Experience with security tools and virtualization platforms.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional development and training.
• Supportive team environment.
• Access to the latest technologies and tools.
• Flexible working hours.