Level 2 IT Support Technician – CCNA

As a Level 2 Tech Support, you will play a crucial role in resolving complex technical issues that have been escalated from Level 1 support. You will be responsible for providing advanced technical assistance to our customers, ensuring their problems are resolved promptly and efficiently. You will work closely with both customers and internal teams to deliver exceptional service and maintain customer satisfaction.

Key Responsibilities:
• Advanced Technical Support: Provide Level 2 support to customers, addressing complex technical issues that could not be resolved at the Level 1 support level.
• Issue Analysis: Analyze and diagnose escalated technical problems using appropriate tools and methodologies.
• Resolution: Take ownership of issues and see them through to resolution, ensuring customers receive accurate and timely solutions.
• Documentation: Maintain comprehensive and accurate records of customer interactions, troubleshooting steps, and resolutions in the ticketing system.
• Customer Communication: Communicate with customers professionally and effectively, keeping them informed about the status of their support requests.
• Collaboration: Collaborate with Level 1 support, engineering teams, and other departments to share knowledge and contribute to improving processes and documentation.
• Technical Expertise: Stay current with product knowledge, industry trends, and emerging technologies to provide customers with the best possible solutions.
• Investigate and resolve complex network issues escalated from Level 1 support.
• Conduct root cause analysis for recurring network problems and implement permanent solutions.
• Monitor and maintain network devices, ensuring optimal performance and reliability.
• Perform routine network audits and implement updates or patches as needed.
• Quality Assurance: Conduct follow-up calls or surveys to ensure customer satisfaction and identify areas for improvement.
• Training: Provide training and guidance to Level 1 support staff to enhance their technical knowledge and problem-solving skills.

Qualifications:

• Education: A bachelor’s degree in computer science, information technology, or a related field is preferred, but relevant experience may be considered.
• At least CCNA certified.
• Experience: 3+ years of technical support experience, with at least 1 year in a Level 2 support role.
• Technical Skills: Proficiency in troubleshooting hardware and software issues, strong knowledge of operating systems (e.g., Windows, macOS, Linux), networking, and the ability to work with various diagnostic tools.
• Communication: Exceptional written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Customer Focus: A strong commitment to providing outstanding customer service and a passion for problem-solving.
• Team Player: Ability to work collaboratively with other team members and departments.