Level Two Technical Support

This is a remote position.

Position Overview:

The Level Two Technical Support Specialist plays a crucial role in providing advanced technical assistance and support to customers and internal teams. This position involves indepth technical knowledge excellent problemsolving skills and outstanding customer service. The Level Two Technical Support Specialist works closely with Level One support as well as other departments to resolve complex technical issues efficiently.

Requirements

Key Responsibilities:

• Advanced Technical Support: Provide expert technical assistance and support for escalated issues from Level One support.
  

• Diagnose and troubleshoot hardware and software issues including networking problems and system errors.
  

• Utilize remote assistance tools to guide customers through troubleshooting steps or to resolve issues directly.
  

• Support clients by phone and online tools using remote control software
  

• Troubleshooting desktop network and serve issues
  

• Complete windows server based administration tasks
  

• Support online platforms Microsoft Azure and AWS (level 1 and 2)
  

• Effectively work with SLAs for clients
  

• Produce and update quality technical client documentation (IT Glue)
  

• At times participate in project team to deliver quality projects to clients.
  

• Customer Interaction:Communicate effectively with customers to understand the details of their technical problems.
  

• Provide clear and concise instructions to customers guiding them through the troubleshooting process.
  

• Ensure high levels of customer satisfaction by resolving issues promptly and professionally.
  

• Problem Resolution: Investigate and research complex technical issues utilising available resources and knowledge base.
  

• Collaborate with other technical teams and departments to resolve issues that require interdisciplinary expertise.
  

• Document detailed issue summaries troubleshooting steps and resolutions for future reference.
  

Quality Assurance:

• Monitor customer interactions and assess the quality of service provided by Level One support.
  

• Provide feedback and coaching to Level One support agents to enhance their technical skills and customer service abilities.
  

• Identify recurring issues and work with relevant teams to implement preventive measures.
  

Knowledge Management:

• Contribute to the development and maintenance of the companys knowledge base by creating and updating articles related to complex technical issues.
  

• Conduct training sessions for Level One support agents sharing expertise and best practices.
  

Qualifications:

• Bachelor s degree in Computer Science Information Technology or related field or equivalent work experience.
  

• Minimum of 2 years of experience in technical support with a focus on resolving complex technical issues.
  

• Proficiency in diagnosing and troubleshooting hardware software and network issues.
  

• Excellent communication skills both verbal and written.
  

• Strong customer service orientation and ability to work well in a team environment.
  

• Relevant certifications such as CompTIA A CompTIA Network or equivalent are a plus.
  

• Experience with remote desktop applications and help desk software.
  

• Ability to adapt to new technologies and software applications quickly.