Tier 2 Technical Support

4 weeks ago

Indianapolis, United States Anchor Point Technology Resources Full time

Job Summary:

The Tier 2 Technical Support Specialist provides advanced technical support to end-users, ensuring efficient resolution of complex issues that require in-depth knowledge of the company's products and services. This role serves as an escalation point for Tier 1 support and collaborates with various departments to ensure comprehensive problem resolution and excellent customer satisfaction.


Key Responsibilities:

  • Respond to and resolve technical support requests escalated from Tier 1 support within established SLA guidelines.
  • Diagnose and troubleshoot complex hardware, software, and network issues.
  • Document all support activities and resolutions in the ticketing system.
  • Provide advanced support for a wide range of products, including operating systems, applications, and networking.
  • Assist in the deployment, configuration, and maintenance of software and hardware.
  • Deliver exceptional customer service, ensuring timely and effective communication with end-users.
  • Educate and assist users in understanding product features, best practices, and troubleshooting techniques.
  • Work closely with Tier 1 support to ensure a seamless transition of issues that require escalation.
  • Liaise with internal teams (e.g., development, QA) to resolve issues that require specialized knowledge.
  • Provide feedback to improve product development and user documentation based on common support issues.


Qualifications:

  • Minimum of 2-4 years of experience in a technical support role, preferably in a Tier 2 or higher capacity.
  • Proven experience in troubleshooting and resolving complex technical issues.
  • Proficiency in operating systems (Windows, macOS, Linux).
  • Strong knowledge of networking concepts (TCP/IP, DNS, DHCP).
  • Familiarity with common software applications and tools (e.g., Microsoft Office, VPN clients)
  • Experience with ticketing systems and remote support tools.

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