Technical Support Level 2

4 weeks ago


New York, United States Forward Progress Staffing Full time
Job DescriptionJob DescriptionLevel 2 Support Specialist/desktop support
Position: Level 2 Support Specialist
Location: Remote (East Coast Time Zone)
Employment Type: Contract (with potential for extension beyond the end of the year)
Background Check: Standard (Criminal, Social)

NO 3RD PARTY / NO C2C / NO SPONSORSHIP

Overview:
We are seeking a skilled Level 2 Support Specialist with strong experience in remote phone support to join our team. This role is crucial in providing advanced technical assistance as part of our migration to a new domain/system. You will be working remotely, but within the East Coast time zone.

Key Responsibilities:

Phone Support: Provide 100% phone-based support to end-users, addressing and resolving technical issues remotely.
Advanced Troubleshooting: Beyond basic triage and password resets, you will diagnose and resolve more complex issues related to Office 365, SharePoint, OneDrive, and Windows (most likely version 11).
Ticket Management: Efficiently manage and document support tickets, ensuring all issues are resolved in a timely and effective manner.
Migration Support: Assist users during the migration to a new domain/system, providing clear communication and resolution of any migration-related issues.
Documentation: Maintain accurate and detailed records of all support interactions and solutions provided.

Qualifications:

Experience: Demonstrated experience in phone and remote support, particularly in a Level 2 support capacity.
Technical Skills: Proficiency in troubleshooting Office 365, SharePoint, OneDrive, and Windows 11.
Time Zone: Ability to work within the East Coast time zone (South Carolina).
Background Check: Ability to pass a standard background check (criminal, social).

Preferred Skills:


Experience with domain/system migrations.
Strong documentation skills.
Excellent communication and customer service skills.
Note: This role may be extended beyond the end of the year based on performance and project needs.

Compensation: $30-$35 per hour, depending on experience and location.

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