Level 2 Technical Support Specialist - Remote Eligible

Level 2 Tech Support Professional

We are seeking a proactive and skilled Level 2 Tech Support professional to join our team. The candidate will be responsible for handling second-level support for a variety of technical issues, providing effective solutions, and ensuring a positive user experience. This role requires expertise in network administration, server management, and advanced troubleshooting, along with a strong understanding of various software and hardware technologies.

Responsibilities

• Serve as the first point of contact for customer support, answering phones and handling help desk tickets.
• Provide Level 1/2 technical support including:
• Workstation setup, configuration, and troubleshooting.
• Office 365 account setup, troubleshooting, and administration.
• Printer, peripheral, and basic networking issue resolution.
• Software installation and troubleshooting.
• Perform new user onboarding, including workstation builds and application setup.
• Work within ticketing systems (e.g., Autotask, ServiceNow, Remedy, etc.) to manage service requests and incidents.
• Support security tools and solutions (e.g., SentinelOne, EDR platforms).
• Provide basic troubleshooting on servers, firewalls, and virtualization platforms (VMware, Hyper-V) as needed.
• Document solutions, escalate issues as required, and contribute to knowledge base improvements.
• Collaborate with other technicians to ensure consistent coverage and high-quality customer service.