Support Technician L2

We are seeking a highly skilled Support Technician L2, who plays a crucial role in ensuring smooth operation and providing exceptional technical support. You will be responsible for diagnosing and resolving complex technical issues, maintaining hardware and software, and delivering outstanding customer service. This role involves collaborating with both internal teams and external clients to ensure timely and effective issue resolution.

Responsibilities:

1. Technical Support:
   • Provide second-level technical support to end-users, addressing hardware, software, and network issues.
   • Diagnose and troubleshoot complex technical problems, ensuring prompt resolution.
2. Customer Service:
   • Deliver excellent customer service through effective communication and problem-solving.
   • Keep clients informed of the status of their support requests and ensure customer satisfaction.
3. Incident Management:
   • Manage and prioritize support incidents, escalating issues to higher levels of support when necessary.
   • Document and track all support activities using our ticketing system.
4. Hardware and Software Maintenance:
   • Install, configure, and maintain computer systems, peripherals, and software applications.
   • Perform routine maintenance tasks to ensure optimal system performance.
5. Collaboration:
   • Work closely with other support technicians, as well as cross-functional teams, to resolve issues and improve overall system efficiency.
   • Collaborate with third-party vendors for advanced issue resolution.

Qualifications:

• Proven experience as a Support Technician or in a similar technical support role.
• Strong knowledge of computer systems, networks, and hardware/software troubleshooting.
• Excellent customer service and communication skills.
• Ability to work independently and collaboratively in a team environment.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.
• Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred