Theprovides advanced technical support for escalations from Support Analysts and is responsible for resolving more complex incidents and service requests.
This role requires deeper technical expertise and often involves hands-on troubleshooting, device support, and collaboration with Tier 3 engineers.
This role requires participation in an on-call rotation, with responsibilities for escalated end-user and system issues outside normal business hours.
Key Responsibilities:
Incident & Request Resolution
Resolve escalated tickets from tier 1 in accordance with SLAs. Troubleshoot hardware, software, networking, and account-related issues.
Perform installations, upgrades, and configuration of devices and applications.
Provide deskside and remote support for end-users, including AV and meeting technology.
Provide after-hours support as part of the on-call rotation, resolving escalated issues and coordinating with tier 3 or other IT teams when needed.
Customer Support & Experience
Deliver advanced troubleshooting while maintaining strong customer service.
Communicate complex technical solutions clearly to non-technical users.
Ensure escalations are handled promptly and professionally.
Knowledge & Documentation
Create and maintain documentation and knowledge base articles.
Provide training, guidance, and mentoring to Support Analysts.
Suggest process improvements to reduce escalations and improve efficiency.
Collaboration & Escalation
Partner with Tier 3 on advanced issues requiring specialized expertise.
Assist in IT projects, deployments, and technology rollouts.
Qualifications:
Education: Associate’s or bachelor’s degree in IT or related field (or equivalent experience).
Experience: 2–4 years of IT support experience with exposure to Tier 1 and Tier 2 responsibilities.
Technical Skills: Proficiency in Windows/macOS, Active Directory, Office 365, endpoint management, and networking fundamentals (DNS, DHCP, VPN).
Soft Skills: Strong troubleshooting, multitasking, and mentoring skills; excellent communication with end-users and peers.
Preferred Qualifications:
CompTIA Network+, Microsoft 365 Certified, or similar certifications.
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