L2 Technical Support Specialist

2 weeks ago


Charlotte, North Carolina, United States Tekfortune Inc Full time
Position: L2 Technical Support Specialist
Location: Charlotte, NC (Onsite)

Key Responsibilities:
  • Diagnose and resolve hardware, software, and network issues through various communication channels for end users.
  • Classify service requests based on established criteria and escalate to appropriate internal support teams.
  • Collaborate with level 2 and 3 support staff to ensure effective problem resolution.
  • Utilize ServiceNow for documenting and managing incidents and their resolutions.
  • Respond to inquiries via phone, email, and chat, ensuring timely follow-up until issues are resolved.
  • Engage with users to identify, analyze, and troubleshoot problems, providing clear communication throughout the process.
  • Remotely address client software and basic network connectivity issues using remote support tools.
  • Assess and prioritize customer concerns to ensure efficient service delivery.
  • Participate in ongoing training and contribute to departmental growth.
  • Maintain high standards for documentation and communication during incident management.
Essential Skills:
  • Strong customer service orientation.
  • Comprehensive understanding of remote access troubleshooting.
  • Exceptional verbal and written communication abilities.
  • Ability to convey information clearly and effectively.
  • Interpersonal skills with a diplomatic approach.
  • Understanding of business objectives and the impact of customer issues.
  • Empathy towards end users.
  • Team-oriented mindset.
  • Professional demeanor and conduct.
  • Familiarity with organizational processes and technologies.
  • Ability to manage stress effectively.
  • Proficient writing and phone communication skills in English.
Responsibilities and Duties:
  • Receive and log service requests.
  • Classify and prioritize service requests based on established guidelines.
  • Attempt initial resolution of service requests.
  • Refer unresolved issues to the appropriate support group.
  • Track the lifecycle of service requests to ensure resolution within agreed service levels.
  • Escalate issues to management when necessary.
  • Close service requests upon resolution.
  • Communicate status updates regarding service requests to customers.
  • Report on service request metrics.
  • Manage service request processes to ensure compliance with service level agreements.
  • Execute service requests, such as account setups, in accordance with service level agreements.
  • Generate and distribute IT reports as needed.
Required Experience, Skills, and Qualifications:
Technical Skills:
  • Minimum of 3 years in a technical helpdesk or call center environment.
  • Systematic and disciplined approach to problem-solving.
  • Hands-on experience with:
Windows Operating Systems:
Clients: Windows 7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008
  • Knowledge of Active Directory and Exchange.
  • Familiarity with ITSM ticketing systems like Remedy and ServiceNow.
  • Experience with remote desktop applications such as Bomgar and WebEx.
  • Proficient in Microsoft Office Suite and common desktop applications.
  • Experience troubleshooting VPN and remote access issues.
  • Support for various hardware including laptops, desktops, and printers.
  • Understanding of log file analysis for applications.
  • Experience with software installation via remote tools.
Experience:
  • 3 years in helpdesk support (required).
  • 3 years of remote troubleshooting experience.
  • 2 years in a call center environment.
  • Current A+ certification or equivalent hands-on experience.


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