Level 2 Technical Support Representative

As a Level 2 Technical Support Representative, you will be the second tier for our technical support team, handling complex issues that are beyond the scope of Level 1 support. You will provide in-depth technical assistance to end-users and collaborate with senior engineers and other teams to resolve escalated issues efficiently. The ideal candidate is a skilled problem-solver with a strong technical background and excellent communication skills.

Key Responsibilities:

• Serve as an escalation point for technical issues that Level 1 support cannot resolve.
• Provide advanced troubleshooting and resolution for complex hardware, software, and network problems.
• Utilize diagnostic utilities to assist end-users.
• Contribute to and maintain detailed documentation of support activities, issue resolutions, and system configurations to aid future troubleshooting.
• Liaise with internal teams and external vendors to resolve multi-faceted technical incidents.
• Mentor and provide guidance to Level 1 support staff to improve overall team efficiency.

Qualifications:

• Experience: 3+ years of experience in a technical support or help desk role, preferably at Level 2.
• Technical Proficiency: Proven ability to diagnose and fix technical issues related to applications and data.
• Problem-Solving: Strong analytical and problem-solving skills with a keen attention to detail.
• Communication: Strong communication skills, both written and verbal.
• Accountability: Ability to work independently, manage time effectively, and prioritize tasks.
• Mind-set: Customer-focused attitude with a problem-solving mindset.
• Education: High school diploma or equivalent; associate or bachelor's degree in a related field preferred.