Tier II Technical Support Specialist
2 weeks ago
BCS365 is on the lookout for an Advanced Help Desk Analyst to enhance their skilled team. The selected candidate will deliver second-tier assistance for a range of IT systems and technologies. This role provides competitive remuneration based on geographic location, experience, and technical expertise.
Key Responsibilities- Manage second-tier support for the Help Desk team
- Address, troubleshoot, and update service requests for BCS365 clients
- Assist with enterprise Voice, Data, Video, Wireless, Cloud, and Security technologies
- Collaborate with business users and team members for effective issue resolution
- Support and maintain back-end global IT systems
- Identify and recommend opportunities for system enhancements
- Communicate clearly with customers regarding updates on the ticketing system
- Escalate support requests as necessary
- Conduct data entry for new and existing clients
- Engage in on-site work at client facilities
- Exhibit outstanding customer service abilities
- Manage customer escalations with professionalism and understanding
- Practice active listening and aim for customer satisfaction
- Bachelor's Degree in Computer Science or a related discipline
- A minimum of 3 years of experience in IT
- Prior experience with Managed Service Providers or supporting an external client base
- Expertise in operating systems, networking, and relevant IT certifications
- Strong communication and analytical skills
- Excellent organizational and time management capabilities
- Able to work effectively in a team environment or independently
- Proficient in troubleshooting complex IT issues
BCS365 is an Equal Opportunity Employer. We value diversity and do not discriminate based on race, color, religion, gender, or any other legally protected status. We are committed to delivering exceptional IT support to our clients.
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