Tier 2 Technical Support Specialist
Job Overview:
The Tier 2 Technician is the bridge between basic technical support and specialized expertise. This role involves handling more complex technical issues that have been escalated from Tier 1. The Tier 2 Technician provides advanced troubleshooting, backend support, and ensures efficient resolution of IT-related problems. Remote/hybrid role.
Responsibilities & Duties:
- Resolve complex technical issues requiring detailed systems and applications knowledge.
- Investigate and diagnose problems escalated from Tier 1 support.
- Collaborate with other technical teams to find solutions.
- Test existing equipment and programs to maintain system capabilities.
- Evaluate new systems and software for deployment.
- Ensure smooth transitions during system upgrades.
- Train end-users on proper use of hardware and software.
- Provide guidance for more intricate issues.
- Strive for excellent customer service.
- Manage, train, and mentor Tier 1 support technicians.
- Maintain documentation of resolved issues and solutions.
- Categorize and track open bugs or recurring problems.
- Develop expertise in specific areas (e.g., network routing, server administration).
- Collaborate with external service providers when needed.
- Adapt to changing technologies and find innovative solutions.
- Other duties as assigned.
Qualifications:
- Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
- Certifications such as CCNP, MCSE, Network+, Security+ or equivalent.
- Strong analytical and problem-solving skills.
- Effective communication and interpersonal abilities.
- Ability to prioritize and manage multiple tasks.
- Eagerness to learn and grow within the MSP environment.
Environmental and Physical Requirements:
- The work environment for this position is a standard office setting.
- The employee is regularly required to sit, stand, walk, and use hands to operate a computer and other office equipment.
- The employee must occasionally lift and/or move up to 25 pounds.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
