Tier 2 Technical Support
4 weeks ago
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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