Level 2 Technical Support Specialist

Job Description:
We are seeking a highly skilled and experienced Level 2 Technical Support Specialist to join our dynamic technical support team. As a Level 2 Technical Support Specialist, you will play a crucial role in providing advanced technical assistance and support to our customers and internal teams. Your primary responsibilities will include diagnosing and resolving complex technical issues, escalating problems when necessary, and ensuring a high level of customer satisfaction.
Responsibilities:
Advanced Troubleshooting: Investigate and resolve complex technical issues escalated from Level 1 support, utilizing in-depth knowledge of products, systems, and applications.
Customer Interaction: Communicate effectively with customers to understand and analyze their technical concerns, providing clear and concise explanations of solutions or workarounds.
Escalation Management: Escalate critical issues to appropriate internal teams or third-party vendors, ensuring timely resolution and minimizing downtime for customers.
Documentation: Create and maintain detailed documentation of troubleshooting processes, resolutions, and customer interactions to contribute to the knowledge base and improve support efficiency.
Technical Expertise: Stay updated on product knowledge, industry trends, and emerging technologies to provide informed support and contribute to ongoing team training.
Collaboration: Work closely with Level 1 support, as well as other departments such as development and quality assurance, to facilitate efficient issue resolution and product improvement. Also do some Level 1 support tasks.
Customer Training: Provide training and guidance to Level 1 support and end-users on common technical issues and best practices to enhance overall customer support capabilities.
Quality Assurance: Participate in quality assurance activities, including testing new product releases and updates, to identify potential issues and ensure a seamless customer experience.
Requirements:
Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
Experience: A minimum of 3-5 years of experience in a technical support role, with a focus on Level 2 support and complex issue resolution.
Technical Proficiency: Demonstrated expertise in troubleshooting and resolving hardware, software, and network-related issues. Proficient knowledge of operating systems, databases, and relevant technical tools.
Customer Service Skills: Proven track record of delivering excellent customer service and support, with the ability to empathize with customers and maintain a positive and professional demeanor.
Communication Skills: Strong verbal and written communication skills, with the ability to articulate technical concepts in a clear and understandable manner. Fluency in additional languages may be advantageous. PLUS SKILL: BILINGUAL ENGLISH AND SPANISH
Problem-Solving Skills: Adept at analyzing complex issues, identifying root causes, and implementing effective solutions. Ability to think critically and adapt troubleshooting strategies as needed.
Certifications: Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or other industry-specific certifications are highly preferred.
Collaboration: Proven ability to work collaboratively in a team environment, sharing knowledge and expertise with colleagues. Experience working with cross-functional teams is a plus.
Adaptability: Willingness to stay updated on industry trends, emerging technologies, and product knowledge. Ability to quickly learn and apply new skills.
Time Management: Strong organizational and time management skills, with the ability to prioritize tasks effectively and meet deadlines.
Documentation Skills: Experience in creating and maintaining detailed technical documentation for troubleshooting processes, resolutions, and best practices.
Leadership Skills: Ability to take the lead on complex technical issues, guiding both customers and junior support team members toward effective solutions.
Customer Training: Experience in providing training to end-users and Level 1 support, enhancing overall team capabilities.
Quality Assurance: Familiarity with quality assurance processes and participation in testing activities to ensure product stability and performance.
REQUIRED Knowledge Skills: MS Remote Desktop Services, Hyper-V, VDI environments, Office 365, Azure Cloud, experience with Server management / Deployment. Networking, VoIP telephone setup and management. Hosting Services, WordPress cPanel, Linux, PowerShell Scripting.
Professional Development: Demonstrated commitment to ongoing professional development through training, workshops, and pursuit of additional certifications.
If you meet these qualifications and are passionate about providing top-notch technical support, we invite you to apply for this challenging and rewarding position. Join our team and be part of an organization committed to innovation and excellence in customer service.