
High-Tech Customer Service Representative
1 week ago
Job Title:
Technical Support Specialist Level 2
We are seeking a skilled Technical Support Specialist to join our team. As a Level 2 support specialist, you will be responsible for providing technical assistance to clients via remote tools and managing support tickets in a fast-paced environment.
- You will provide support for Windows and Mac platforms across multiple clients and client-site locations.
- Troubleshoot and resolve complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations.
- Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner.
- Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments.
Key Responsibilities:
- Provide level 2 support for windows and mac platforms across multiple clients and client-site locations.
- Troubleshoot and resolve complex issues related to o365, windows, mac os, networking, hardware, and software configurations.
- Use remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner.
Required Skills and Qualifications:
- 3-5 years of experience in Helpdesk L2 Support, including 24x7 NOC, SOC, or IT support.
- Strong experience troubleshooting and maintaining windows, mac os environments, including hardware, software, and network configurations.
- Advanced skills in office 365 configuration and troubleshooting (exchange, teams, onedrive, sharepoint).
- Proficient in troubleshooting remote support tools (e.g., rdp, anydesk, teamviewer).
- Solid l1 to l2 support skills, including device troubleshooting, software installation, patching, and configuration.
- Strong experience in ticketing systems (e.g., connectwise, servicenow, zendesk).
- Familiarity with cloud platforms like azure, aws, and knowledge of cloud infrastructure is a plus.
- Ability to plan and execute maintenance activities, ensuring minimal disruption to client operations.
- Excellent documentation skills, with attention to detail in creating clear and structured records.
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