Tier 2 Support Technician

Role Overview

• Provide excellent customer service via phone and remote technical support
• Walk clients through diagnostic procedures to identify and resolve errors
• Communicate with vendors to request service, update, and resolve open tickets
• Adhere to established methods for responding to and documenting support requests
• Perform maintenance tasks on end user devices
• Provide ongoing user training and self-fix solutions to clients
• Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment
• Handle escalations from the Tier 1 Help Desk team
• Perform Tier 2 troubleshooting, configuration, and administration pertaining to clients’ printers, wireless network configuration, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer operating systems, Microsoft Office 2010 and newer; Microsoft Office 365; Apple OS, and more
• Provide limited Saturday coverage as part of an on-call rotation schedule

Requirements

• 2-3 years of tech support experience is preferred
• 1-2 years of customer service experience is preferred
• Bachelor’s degree in Information Technology or Computer Science is preferred

Benefits

• Health insurance
• Professional development