Level 2 Technical Support Specialist

2 weeks ago


Chester, Virginia, United States FeatherShark Full time
About the Role

We are seeking a highly skilled Level 2 Service Desk Technician to join our team at FeatherShark. As a key member of our front-line support team, you will be responsible for providing escalated remote support to customers, troubleshooting and resolving advanced technical issues, and delivering exceptional customer service.

The ideal candidate will have excellent written and verbal communication skills, be able to develop rapport and build relationships with clients, and possess advanced skills in problem-solving and critical thinking. A strong working knowledge of Windows and Mac computers, as well as understanding of TCP/IP, DNS, DHCP, and wireless networking technologies, is also required.

In this role, you will have the opportunity to work with a talented team, develop your skills, and contribute to the success of our company. If you are a motivated and enthusiastic individual who is passionate about technology and delivering outstanding customer service, we encourage you to apply.

Key Responsibilities
  • Provide escalated remote support to customers via phone and email
  • Troubleshoot and resolve advanced technical issues on computers, networks, and software
  • Answer questions and provide training for customers
  • Travel to client locations to resolve issues and install equipment
  • Provide "Wow" customer service and ensure escalated issues are resolved promptly and accurately
  • Help develop front-line support procedures and documentation
Requirements
  • 4-year bachelor's degree or equivalent experience
  • Minimum of 2-3 years of experience in a technical support role
  • Excellent written and verbal communication skills
  • Ability to develop rapport and build relationships with clients
  • Advanced skills in problem-solving and critical thinking
  • Strong working knowledge of Windows and Mac computers
  • Understanding of TCP/IP, DNS, DHCP, and wireless networking technologies


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