Tier 2 IT Support
Tier 2 IT Support
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2years
6 - 6
1 Vacancy
Job Description
This is a remote position.
Total Weekly Hours: 40 Hours
Our client is a growing technology consulting firm supporting small businesses across Massachusetts with their IT needs. These businesses rely on us to keep their technology running smoothly so they can focus on what they do best. We ensure they have the right software hardware and support to remain productive.
Tier 2 Support: Handle escalated technical issues including advanced software troubleshooting network configurations and system optimizations.
Client Interaction: Serve as the primary contact for US-based small business clients delivering outstanding customer service and technical expertise.
Growth Opportunity: As the business expands you ll have the chance to take on new responsibilities and grow your skills.
Key Responsibilities:
Serve as the primary point of contact for resolving escalated technical issues beyond Tier 1 support
Properly escalate unresolved issues to the appropriate technical team for further investigation and resolution
Track route and redirect issues to ensure swift and accurate resolution
Guide customers through complex troubleshooting processes
Follow up to ensure complete customer satisfaction
Deliver exceptional customer service consistently exceeding client expectations
Accurately document technical issues and solutions in support tickets
Identify and suggest process improvements to enhance service delivery
Commit to continuous learning and stay updated on IT
Requirements
Experience: Proven experience in Tier 2 IT help desk support roles.
Technical Proficiency: Strong knowledge of Windows and Mac environments help desk software databases and remote control tools.
Technical Understanding: Solid grasp of computer systems mobile devices printers and other peripherals.
Problem-Solving Skills: Ability to diagnose and resolve complex issues beyond basic troubleshooting.
Communication Skills: Excellent verbal and written communication skills in English.
Customer Orientation: Strong customer service mindset and commitment to delivering exceptional support.
Composure: Ability to remain calm under pressure especially when addressing challenging technical problems.
Education: Bachelor s degree in Computer Science Information Technology or a related field is preferred.
MSP experience is a plus but not required.
Independent Contractor Perks
HMO coverage (available in eligible locations)
Permanent work-from-home setup
Immediate hiring
Experience: Proven experience in Tier 2 IT help desk support roles. Technical Proficiency: Strong knowledge of Windows and Mac environments, help desk software, databases, and remote control tools. Technical Understanding: Solid grasp of computer systems, mobile devices, printers, and other peripherals. Problem-Solving Skills: Ability to diagnose and resolve complex issues beyond basic troubleshooting. Communication Skills: Excellent verbal and written communication skills in English. Customer Orientation: Strong customer service mindset and commitment to delivering exceptional support. Composure: Ability to remain calm under pressure, especially when addressing challenging technical problems. Education: Bachelor s degree in Computer Science, Information Technology, or a related field is preferred. MSP experience is a plus, but not required.
Education
Education: Bachelor s degree in Computer Science, Information Technology, or a related field is preferred.
Employment Type
Full Time
