IT Support Specialist | $65K-$85K + Benefits | Industry Leading Integrated Solutions Provider
IT Support Specialist | $65K-$85K + Benefits | Industry Leading Integrated Solutions Provider
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1 Vacancy
Job Description
We are seeking a detail-oriented and technically skilled IT Support Specialist (Level 2 Support) with hands-on experience in VoIP Networking and related systems. This role is ideal for someone who thrives in a fast-paced environment is comfortable resolving complex technical issues and understands the importance of exceptional client communication.
As a Level 2 IT support specialist you will serve as a key escalation point for advanced support issues utilizing ticketing systems working closely with internal teams and clients ensuring timely resolution. Youll also play a critical role in maintaining a high standard of customer satisfaction by managing communications clearly proactively and professionally.
Responsiibilities
- Manage support tickets via platforms like Zendesk Freshdesk or similar systems ensuring timely and accurate resolution.
- Troubleshoot and resolve complex issues related to VoIP systems network connectivity CCTV intercoms and other low-voltage technologies.
- Collaborate with internal teams including engineering and project departments to resolve escalated or persistent issues.
- Identify and escalate recurring problems suggesting system improvements and automation to enhance efficiency and reduce support load.
- Document solutions and best practices and contribute to internal SOPs and knowledge base articles.
- Monitor account health and usage trends proactively addressing client concerns and identifying upsell or optimization opportunities.
- Deliver a high standard of customer success and experience building trust and long-term partnerships.
Qualifications :
- 2-6 years of technical support experience in Network and CCTV-related issues (Low Voltage systems).
- Experience in VoIP systems (e.g. SIP PBX) basic network troubleshooting (LAN/WAN switches firewalls) and intercom.
- Experience with Access Control and CCTV technologies (IP cameras DVR/NVR systems) is a plus.
- Strong knowledge of ticketing systems and ability to prioritize based on severity and SLA.
- Versatile technologist familiar with various types of technologies.
- Ability to work independently think critically and handle multiple support cases concurrently.
- Experience with remote support tools and basic configuration interfaces.
Additional Information :
About SaaS Talent
SaaS Talent is more than just a recruiting company. Were your hiring business development and growth partner with 20 years of experience in SaaS and Hi-Tech that helps you scale and transform your business. Weve worked with 100 companies and helped them achieve their goals. From streamlining sales marketing and operations to hiring ideal talent and getting funding if youre struggling to grow were an ideal choice.
Reach out to us at to learn more about how we can help you.
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No
Employment Type :
Full-time
Employment Type
Full-time
